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Don’t Despair – Contact the IT Center!

January 9th, 2023 | by
Four call center figures with headset

Source: Freepik

You study at RWTH Aachen University or even work for the university and encounter technical challenges from time to time? Then this is the right blog post for you! Here we will show you how you can best find a remedy and how you can reach us if things do get tricky.

The IT Center at RWTH Aachen University offers countless services that make everyday life at the university and at work much easier and even possible in the first place. However, it is not always possible to recognize and understand the functions of the various services at a glance. Especially when it comes to error messages, one can sometimes fall into gasping. Most of the time, however, you can help yourself if you know where to find the information. To prevent you from searching, we have listed the IT Center’s support channels for you.

Status Updates

You want to log in to RWTHmoodle, RWTHonline or other services, but you get an error message, e.g. when accessing the website? Then take a look at our status updates website. There you will find information about current incidents and you can follow “live” when there are updates and when the problem has been solved.

IT Center Help

IT Center Help is our documentation portal where you can find an answer to many questions. Whether it’s instructions on how to set up your own e-mail address, guides for first-year students or everything to do with setting up Microsoft 365, you’ll find extensive help there.

You Would Like to Contact Us?

If, contrary to expectations, you need further support, you can also reach us by e-mail, chat, and phone. Please have your RWTH ID (ab123456) or your matriculation number ready so that we can identify you.

Email Support
You can contact us via servicedesk@itc.rwth-aachen.de.

Tickettool
In addition to sending us an e-mail with your request, you can also open a ticket via the ticket portal. There you have the possibility to get an overview of your requests and to generate new requests as well as to react to existing requests. The advantage for you is that you can conveniently view and manage the current status of your requests to the IT Center via this portal solution. This also eliminates the need to search through your e-mail inbox. In order to use the ticket tool, you must first activate the “RZ-Tickettool” account in the Selfservice. Then simply log in with the generated data. RWTH employees additionally need the TIM-Campus link to be able to log in.

Chat Support

Via chat we are available from 07:30am to 6pm at https://app.rwth-aachen.de/chatsupport. However, please note that the availability is a little different every 2nd and 4th Friday of the month: 10:30am to 6pm.

Phone Support
From 07:30am to 6pm you can call us at 0241 / 80 24680.

Getting Support When All Else Fails

Sometimes face-to-face support is the easiest way, especially when it comes to problems with the installation of different software. So if you are struggling with such things and get stuck, feel free to visit us at Seffenter Weg 23, but please note the booking of an appointment. Employees may stop by without booking an appointment during IT-ServiceDesk opening hours. Applications for DFN-PKI certificates (user, group and server certificates) can be made at the following locations:

Personal support at Seffenter Weg 23
Monday to Thursday: 7:30am to 6pm
Friday: 7:30am to 4pm

Personal support at SuperC
Monday: 7:30am to 12 noon
Tuesday: 7:30am to 12 noon
Wednesday: closed
Thursday: 12noon to 4pm
Friday: 7:30am to 12 noon

So in the end, all we can say is: Don’t despair – contact the IT Center!

Responsible for the content of this article is Arlinda Ujkani.

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