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User Engagement and Service Desk

Overview

User Engagement

An IT Services Consultative Advisory Meeting (ITSCAM) is set up to ensure regular communication with departments and student representatives. As a service function of ITS, the ITSCAM will engage academic colleagues and students for input on the provision of services and developments relating to research, teaching and learning. The Terms of Reference of ITSCAM is available here.

For non-Faculty units, ITS will seek information with the respective unit on the service and collaborative developments through the ITS Account Manager and Business Partnering arrangement.  To support engagement from users, designated Account Managers are assigned to the ten faculties and some professional services offices.  With this bilateral communication channel established, ITS aims to align the business needs of the University with the central IT strategy through better understanding of departments’ needs and feedback and enhanced communication with them on the latest central IT developments.

Service Desk

On the daily support of general enquiries in using the central IT services and facilities, ITS offers different help channels coordinated through the Service Desk.  First-line support is provided by Service Desk Officers whereas second-line support is offered by professional officers of respective teams under ITS. 

Available channels are:

Pages Related To This Service

Service Desk

User guide on Self-help Reporting System for IT Services

Available To

Staff, students, retirees and graduates (on email account)

Service Request and Support