How ITO Handle User’s Request?

ITO offers various channels for the users to make enquiry, submit a request, report problems on IT related issues. The staff member will provide advice and assistance to meet the user’s needs sufficiently. If extensive follow-up is required, a job will be created in the IT Service Request / Incident Report Management System. A control number will be assigned to the job, and the staff member will inform the user of this control number. The purpose of the control number is to provide ITO management with a positive follow-up system to ensure that all service requests are properly acted upon and eventually cleared with the user. Users are suggested to make a note of this control number so that in case the ITO fails to take satisfactory action on the request, the user can further inform ITO management of the matter and the problem can be traced by its report control number.

The ITO provides a hotline telephone inquiry service at 34117899, from 8:30 a.m. to 6:00 p.m. (and by Operations staff from 6:00 p.m. to 9:30 p.m.) Monday through Friday and from 8:30 a.m. to 12:30p.m. on Saturday during working days; email at hotline@hkbu.edu.hk and walk-in counter at RRS & AAB.

ITO Service Call Centre System Diagram