Source: Own Illustration
For many customers, IT support often looks like this: A click of a call or an email to the IT-ServiceDesk, and a short time later the problem is solved. But what happens behind the scenes to ensure that everything runs smoothly? In this blog post, we provide an insight into the varied day-to-day work of the IT-ServiceDesk.
The Daily Routine
Everyday life in IT support is dynamic and challenging. The day usually begins with an overview of the incoming enquiries in our ticket system, which serves as the central point of contact for all customer enquiries. Enquiries are categorised here and sorted according to services such as RWTHonline or RWTHmoodle to ensure structured processing. Depending on its complexity, a request can often be resolved directly by 1st level support. In more complex cases, we forward it to the specialised department (2nd level).
We communicate with our customers in a variety of ways: we are available via chat, telephone, e-mail and, if necessary, on site to provide direct support. This wide range of services makes it easier to respond quickly and easily to the various needs of our customers. Teamwork is an essential part of our work. When questions or challenges arise, everyone in the team quickly finds support so that we can not only work efficiently, but also learn from each other. Regular meetings also ensure that everyone is kept up to date and informed about current developments and open issues.
Sabio and IT Center Help – Knowledge Treasures for IT Support and Self-Help
The IT Center at RWTH Aachen University provides a comprehensive solution for access to technical knowledge and support with two central platforms: The exclusive knowledge database Sabio supports the support team internally, while IT Center Help is a public documentation platform accessible to all students and staff.
- More efficient problem solving: All relevant information is stored in one place, enabling support staff to access solutions more quickly and process enquiries more efficiently.
- Continuous knowledge maintenance: Ongoing updates ensure that the team is always up to date with the latest technology and process changes.
- Intuitive user guidance: Thanks to the user-friendly interface, even new team members can use Sabio quickly and efficiently.
IT Center Help – The Public Knowledge Platform for Students and Employees
In addition to Sabio, IT Center Help is the central point of contact for all students and employees of RWTH Aachen University who want to search for answers and solutions themselves. This platform is freely accessible to all and offers user-friendly instructions, frequently asked questions (FAQs), technical instructions and comprehensive information on the university’s IT services. This enables users to find their own solutions to everyday IT problems and resolve their concerns quickly.
TreMoGe – When Personal Support Is Required
Not all customer enquiries can be resolved via the ticket system, telephone or chat. In such cases, personal support steps in. Here we take care of technical issues on site, such as resetting multi-factor authentication, installing software or setting up email and VPN.
Students can book an appointment for the TreMoGe consultation hour for help wth software installations via the TreMoGe calendar, while employees can drop by at any time during the opening hours of the IT-ServiceDesk. Our day-to-day support work is varied and covers a wide range of technical assistance that requires a personal presence. This is how we work in a committed and solution-orientated manner – every day and for very different issues.
The IT support team at RWTH Aachen University works behind the scenes with a well-organised system that enables requests to be processed quickly and efficiently. By combining knowledge databases, personal support and close teamwork, technical problems are solved effectively so that students and employees are always optimally supported.
Responsible for the content of this article is Necat Er.
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