Service and Help Desk
Workspace Support Services
This service is to provide mobile and fixed workspace support to faculty and staff. Support of the Virtual Desktop environments is also included. The service includes incident, problem and change request registration as well as online and workplace problem solving, troubleshooting, installation and configuration for commonly-used software, systems and IT peripherals.
Access to the service
- HelpCentre Online Tracking Service webpage
- Hotline: 2766 5900
- The ITS Service Desk is located at M201 of the Li Ka Shing Tower (M core)
Eligible users
Full-time staff, Part-time staff, Full-time students, Part-time students
Service hours and availability
- Service available hours: Office hours
- Service support hours: HelpCentre service hours
Training & resources relevant to the service
Service Requests and Change Requests
Policies relevant to the service
- Acceptable Use Policy for University Information Technology Facilities and Services
- Good User Practices in Using IT Facilities and Services
- Software Copyright Policy
All service request are classified as level 1 to 4 depending on its impact & urgency.
- Level 1 – Service Request Resolution Time: 2 days
- Level 2 – Service Request Resolution Time: 4 days
- Level 3 – Service Request Resolution Time: 6 days
- Level 4 – Service Request Resolution Time: N/A
All Incident are classified as level 0 to 4 depending on its impact & urgency.
- Level 0 – Incident Resolution Time: 4 hours
- Level 1 – Incident Resolution Time: 1 day
- Level 2 – Incident Resolution Time: 2 days
- Level 3 – Incident Resolution Time: 5 days
- Level 4 – Incident Resolution Time: 10 days
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(Version: 1.0)
