Mission Statement

  • To promote and support the use of IT at the University
  • To provide innovative, effective and friendly IT services to members of the University


Services Provided by IT Help Desk

  • Provide IT support services through hotline, email/webpages and the service counter
  • 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:
    • 8:30am - 6:30pm (Mon-Fri); 8:30am - 5:00pm (Sat)
    • Closed on Sundays and public holidays


Formal Services Channels


 

User Responsibilities

  • Check Frequently Asked Questions (FAQ) for general usage questions
  • Submit questions or requests through the formal service channels with contact information
  • New users are recommended to attend the IT Orientation Programme
  • Attend IT training where appropriate
  • Provide feedback to OCIO through surveys and emails (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 problems

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

** within office hours or on the following working day

 

Service Targets

  • Close 90% of the calls within 3 working days.
  • Respond to 95% of the recorded messages on IT Help Desk Hotline within 24 hours on the following working day.

Reports on performance measurement are updated and published on OCIO website monthly.


 

Note: IT Help Desk services cover common hardware and software widely used at EdUHK. The hardware supoort services are limited to equipment provided by OCIO.