The Information Technology Branch Central Helpdesk has been living up to its ISO 9001 status, providing swift round-the-clock assistance to the Force's computer users.

This efficiency recently pulled Central Division's Operation Support Sub-unit Commander Billy Cheng Tak-sun out of a serious rut.

"I wanted to upgrade to Office 2000 from the old version but my data files went missing in the process. These files comprised more than two and a half years of work - all my operational briefs - without which I cannot do my job properly," he said.

"I called the Helpdesk and the guys came down and fixed the problem in 10 minutes, finding all the files in my hard disk. I use PEN, FICS and MS Office applications all the time to keep work records, as my post is operationally important. My files are stored electronically and if they ever went missing it would be quite a nightmare.

"So I thank the Helpdesk guys for their efforts and efficiency - a job well done! They also showed me how to back files up properly on the hard disk, and advised me that a secondary backup on floppy disc was best."

In another case, a computer user in Sau Mau Ping District encountered difficulties accessing POINT due to a problem with his Netscape Internet browser. A Helpdesk officer solved the problem promptly on-site, and through his own initiative, also helped the user fine tune the computer to improve performance. He even installed another browser, Explorer.

The SMP officer was deeply impressed by the professionalism of the Helpdesk staff, who exceeded his expectations.

Commissioned in 1997, the Helpdesk was awarded ISO 9001 accreditation by the Quality Assurance Agency last November recognising its compliance with top international standards.

The Helpdesk dealt with 5,440 problem reports in June, and about 70,000 for all of last year. Officers provide a wealth of help, such as giving general advice on using computers, carrying out diagnosis and recovery actions, and loading of software and installation of equipment.

If you have any problems with your computer contact the Helpdesk hotline 2860-3444.



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