Launch of New Service Desk - ITSC/Library Helpdesk System
The new ITSC/Library Helpdesk System (https://helpdesk.ln.edu.hk) was launched on 26 February 2024. This is the first system that allows users to ask questions on both Library and ITSC services.
This self-service system facilitates users to ask general questions, report problems, request for services, and apply for event support related to ITSC and the Library. Additionally, users can keep track the status of their reported problems and service requests through the self-service portal. This improved case tracking and visibility features allow you to effortlessly monitor the status of your tickets at any time. You may also browse and search for self-help articles to find answers to common questions, making your interactions with ITSC more efficient and effective.
For ITSC, this new platform also helps streamline our workflow, respond to your requests and issues more promptly, and monitor our compliance with Service Level Agreement.
Do not hesitate to consult us whenever you encounter any problems and issues in using the ITSC and Library services.
Some of the key features of this new ITSC/Library Helpdesk System are as below:
- Universal Search
- Submit Enquiry / Report Problem / Request Service / Event Support
- My Activity Tracking
- Structured Service Categories
- Comprehensive Notifications
All system notifications, including ticket status updates, comments and requests for approvals.
- Mobile-friendly version
For added convenience, a mobile-friendly version is also available, allowing you to access all these features seamlessly on the go.
We are confident that the implementation of the new ITSC/Library Helpdesk System will significantly improve the level of service and support we are able to provide to you, our valued end users.