Mission Statement

  • To promote and support the use of IT in the University.
  • To provide innovative, effective and friendly IT services for all members of the University.


Services Provided by IT Help Desk

  • Provide IT support services through telephone, email/web and user walk-in
  • Handle hardware, software and usage problems
  • Handle account and password related issues
  • Log and track all user calls and keep users informed
  • Provide timely and accurate management reports


Hours of Operation

  • Normal opening hours:
    • 08:30 - 18:30 (Mon-Fri); 08:30 - 17:00 (Sat)
    • Closed on Sunday and public holidays


Formal Services Channels

  • During normal opening hours:
    • Hotline: 2948 6601 (2 lines with voice mail)
    • Walk-in: C-LP-20
  • 24 Hour channels:


Customers Responsibilities

  • Check Frequently Asked Questions (FAQ) for general usage questions.
  • Submit questions or requests through the formal service channels with symptoms and contact numbers.
  • New users should attend the IT Orientation Programme.
  • Attend IT training on software used if needed.
  • Provide feedbacks to OCIO through survey and email (listen@ocio.eduhk.hk).


Call Priority and Response Times

PriorityDefinitionTarget Response Time
1
  • Affecting key business of the University while other viable alternative is not readily available
  • Affecting many user

    e.g. Network and server failures, virus threats and failures affecting teaching classes
2
  • Affecting many users while viable alternative is readily available
  • Affecting individuals while other viable alternative is not readily available.

    e.g. Individual network printer failure
3
  • Affecting individuals while other viable alternative is readily available
  • PC network connection and disconnection service
  • Software Usage Problem

    e.g. Office PC hardware and software problems
4
  • IT equipment loan service
  • Non-urgent request for information



Services Measurement

  • 90% of the call closing time within 3 working days.
  • 99% of the response time on recorded message at IT Help Desk Hotline within 24 hours

Reports on performance measurement will be updated and published monthly on Intranet.



Systems Supported

  • It covers common hardware and software widely used in EdUHK. The hardware maintenance services are limited to equipment provided by OCIO.