As communicated in the May issue of ITS eNewsletter, the new ‘IT Online ServiceDesk’ platform for logging and tracking IT-related support requests is now in service to replace HelpCentre Online Tracking Service (HOTS) from late June.
IT Online ServiceDesk provides a simplified layout with cloud-based platform capable of:
- Tagging request with related service category to speed up case handling
- Fast update and information exchange with support colleagues
- Maintaining comprehensive working history of each case
- Instant email acknowledgement upon request being worked on
Knowledge base and useful information will be available on user portal for self-help at a later stage.
Cases created on the HOTS system before can still be read until 31 August 2021 but new requests have to be raised via IT Online ServiceDesk. HOTS system will be phased out soon.
You can access the IT Online ServiceDesk via https://www.polyu.edu.hk/itservicedesk. The user guide is available here for your reference.
For enquiries, please contact IT HelpCentre (Tel: 2766 5900, WhatsApp/WeChat: 6577 9669).
