Do you know what Help Desk do?
ICTO Help Desk provides support to all staff and students on the use of IT facilities and services. Here we would like to share with you some statistics in 2021.
Number of Service Calls
10,435 service calls were handled in 2021.
Figure: Number of Service Calls (By Year 2016 – 2021)
97.99% of service calls were resolved within service target. We keep trying our best to be efficient and provide prompt assistance to you.
Figure: Number of Service Calls in 2021 and the Percentage of Calls Resolved within Service Target
Service Calls Reported Channels
In 2021, more than half of all service calls were reported via email to ICTO Help Desk. Phone to Help Desk hotline (Tel: 8822 8600) and self-service via IT Service Management System were other commonly used reporting channels. IT Service Management System provides self-service for staff to submit and manage their requests.
Figure: 2021 Support Calls By Reported Channels
Number of Service Calls Resolved by Remote Support Service
Remote support is a secure and quick method to provide technical support through establishing a remote connection to the computers for resolving problems. In 2021, 6.5% support calls were resolved efficiently through remote support.
Top 5 Categories of Service Calls
The top one is related to the computing accounts and password issues.
Figure: Top 5 Service Calls Categories
Number of Equipment Issued to Staff
Number of Computing Equipment Short-Term Reservation
