About LANDesk

LANDeske

Since March 2017, OCIO started using a new IT Service Desk System, LANDesk. It is a ITIL based system for managing IT incidents and service requests. It provides a convenient way for users to report IT incidents online. In addition, it allows OCIO to better manage the reported incidents for follow up and for continuous service improvement.

Users are encouraged to use the new system to report incidents as far as possible. However, users may choose to contact us directly via phone (during office hours) or email, and we will record the case in LANDesk.

With LANDesk, users will receive acknowledgement emails when a call is logged as well as when it is resolved. Upon the call is resolved, users can give us feedback by completing a survey through the system.


How to report an incident using LANDesk

  1. Login to LANDesk (landesk.eduhk.hk) with your network account
  2. Select one of the menu items from the "Help Me..." menu. Here we use "General Support Call" as an example.

      

  3. Verify if the Raise User Details are correct. Note that it will be auto-filled with information of the user who logged in the system. In case you are reporting the incident on behalf of your colleague, please update the field "User" by entering his/her name, username or office extension.
  4. Enter Summary and Details under Incident Details

      

  5. Click "Save and close" to submit.

      

Note:
  1. For security reason, please remember to log out the system by clicking the "Log off" icon at the right top corner.


  2. Actions like "Cancel Incident", "Add Attachment" or "Add Notes" are available to user before the case is resolved.
  3. Raise User will receive an email notification from LANDesk and OCIO staff will follow up once the case logged.

 

How to complete a survey after an incident is resolved

  1. Directly click on the link from the email notification after the case is resolved, or login to LANDesk, open the incident and click "Complete Survey" from the "Actions" menu.

          

  2. Rate the delivered service and enter your comment, if any.

      

  3. Click "Save and close" to submit.