FAQ

How ITO Handle User’s Request?

The Service Call Centre of ITO is the primary point of contact for general consultation on IT related services. If follow-up is required, a support case will be opened in our IT Service Request / Incident Report Management System with which a ticket will be created and appropriate ITO staff will be assigned to follow up with the case.

The System also provides a self-service portal in which user may raise a Service Request or report an IT incident and receive a support ticket.

Regardless of the communication channel, users will receive automatic email notifications on major progress of their cases. They can also log into the System to track the status.

The Service Call Centre can be reached by phone at 3411-7899 from 8:30 am to 6:00 pm on Monday to Friday and from 8:30 a.m. to 12:30 p.m. on Saturday or through email at hotline@hkbu.edu.hk.

ITO Service Call Centre System Diagram