Student Handbook on IT Facilities and Services_________________________________________________________________________________
5. End User Support Services
5.1
IT HelpCentre /Hotline – Your One-stop Help Service
5.1.1 Help Centre
at Room M201 of the Li Ka Shing Tower, the IT HelpCentre is the one-stop, openLocated
door help service provided to all students and staff. You are welcome to visit the HelpCentre for
professional and technical advice / assistance on the use of PC software, email, Internet, University
Portal, Learning Management System, various central computer systems and network facilities as
well as any IT security-related issues.
5.1.2 Telephone Hotline
You can also call the Help Centre Hotline 2766 5900 for technical assistance on your IT problems.
For the convenience of users, a Voice Response System has been installed which allows
simultaneous recording of voice-mail messages when the hotline is serving enquiries from other
users.
5.1.3 HelpCentre Online Tracking Service (HOTS)
In addition to visiting the HelpCentre in
person or calling the telephone hotline, you
may also submit your help request via the
HelpCentre Online Tracking Service (HOTS)
(http://www.polyu.edu.hk/hots). HOTS is a
web-based help requests logging and
tracking system which enables you to
report your IT problems, monitor the
progress and receive the answers on the
web. When a solution to the problem is
worked out, you will receive the answer via
the telephone which can also be found on the web under HOTS. The HOTS system also includes an
online knowledge base where you can find answers to some common IT problems anytime
anywhere on the web.
5.2
Standard Services and Products Supported by ITS
enhance the productivity and cost-effectiveness of support efforts to meet the common and
Tocritical
demands of the majority of users, a set of standard products and services with defined
level of support relating
definition and adoption of
by ITS. It also enables a
staff and students and
technologies.
to the use of Information Technology (IT) has been established. The
standard services focuses the range of products to be supported centrally
high degree of uniformity in the provision of IT facilities and services to
hence facilitates the campus-wide launching of new and advanced
5.2.1 Levels of Support
To provide a clear picture of the scope of services provided by ITS in support of your use of IT in the
University, 3 levels of support to the various computing equipment and facilities have been defined:
Level 1- comprehensive and full range support to the most “popular” products in critical
demand by the majority of users
Level 2- confined and limited support to the “less popular” products not in demand by
the majority
Level 3- minimum and facilitating support to those products with limited demand
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________________________________________________________________________________Student Handbook on IT Facilities and Services
The technology standards and support levels are subject to review from time to time in consultation
with users in the light of changes in technology and the requirements of the University.
The IT standards currently in force, the levels of support for the various products / services and the
ITS performance pledges are at Appendix C.
5.2.2 Standard Web Browser
Microsoft Internet Explorer is adopted as the standard web browser of the University. To ensure
accessibility, you are recommended to use the standard browser when accessing the University’s
web-based services or browsing the PolyU web sites. With the growing popularity of the Google
Chrome browser, the University’s web-based services will progressively support Chrome.
5.3
PolyU Electronic Form Library
of service request and application forms of various departments and offices are available
Avariety
for
convenient
access
at
the
PolyU
Electronic
Form
Library
(https://www2.polyu.edu.hk/Staff/EForm/form-index.htm). The commonly-used forms currently
available include those of the Academic Secretariat, Finance Office, Information Technology Services
Office, Research Office, etc. You can retrieve, print out or download these forms onto your computer.
For those web-based electronic forms, you can complete them online for submission directly through
the Internet.
5.4
e-Views - ITS Electronic View Box
valuable comments will enable us to enhance our services. "e-Views" is the electronic view
Your
box of ITS through which you can send us your comments and suggestions on our IT facilities
and services on the web. "e-Views" is accessible at the ITS web site.
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