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
- During normal opening hours:
- Hotline: 2948 6601 (2 lines with voice recording system)
- Service counter: C-LP-20
- 24-hour 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
| Priority | Definition | Target Response Time |
|---|---|---|
| 1 |
| Immediately |
| 2 |
| Less than 2 hours** |
| 3 |
| Less than 4 hours** |
| 4 |
| 3 working days |
** within office hours or on the following working day
Service Targets
- Close 90% of the calls within 3 working days.
Reports on performance measurement are updated and published on OCIO website monthly.
