Service Description
Helpdesk Support
If you encounter problems when using the University’s IT services, you are welcome to contact our IT HelpCentre for assistance. You may visit us in person at Room M201 of Li Ka Shing Tower (Block M) or submit your help request via the IT Online ServiceDesk (https://www.polyu.edu.hk/itservicedesk). You may also contact us via the following channels stated below.
Desktop Support covers areas related to:
- provision of standard windows images with common software
- security hardening for all staff desktop PC and department's computer laboratory computers
- software deployment and regular patches for all domain managed PCs
Access to the service
IT HelpCentre
- Hotline: 2766 5900
- WhatsApp: 6577 9669
- WeChat: 6577 9669
- Location: M201 of the Li Ka Shing Tower (M core)
- Online enquiry system: IT Online ServiceDesk
- Support hours: click here
Training & resources
Service level
All user requests are classified as level 1 to 3 depending on their impact and urgency.
- Level 1 – User Request Resolution Time: 1 day
- Level 2 – User Request Resolution Time: 3 days
- Level 3 – User Request Resolution Time: 5 days
