IT Help Desk Performance Pledge

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

Staff member working at computer screens

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:
- Email: helpdesk@ocio.eduhk.hk
- IT Service Desk System: landesk.eduhk.hk (EdUHK system, opens in new tab)

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	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	Immediately
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	Less than 2 hours**
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	Less than 4 hours**
4	IT equipment loan service Non-urgent request for information	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.

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.