Quelle: Eigene Darstellung
A smooth working day for employees and students often depends on how quickly and effectively their technical problems can be solved. This is where we, the IT-ServiceDesk, come in. To help you understand how we work and give you the best possible support, we have put together a few tips for you.
What Is the IT-ServiceDesk?
The IT-ServiceDesk at RWTH Aachen University has been the central point of contact for students, employees and partners of RWTH Aachen University since 2010. We support you with all questions about the IT services of the IT Center – by phone, chat or in person.
If your enquiry cannot be resolved immediately, we will forward it to the relevant department and keep you up to date on the progress with a ticket number. Certified to DIN EN ISO 9001:2015 since 2016, quality and customer focus are our top priorities. We are your ‘single point of contact’ for IT issues and provide transparent, fast and competent solutions.
Make It Easy for Yourself: You Should Know When We Are There
The first step to successfully getting in touch with the IT-ServiceDesk is to know our opening hours and locations. Our opening hours are Mondays to Thursdays from 8am to 5pm and Fridays from 8am to 4pm at the locations SW23 (Seffenter Weg 23) and SuperC (Templergraben 57). You should also find out about possible peak times. For example, it may take longer for your enquiry to be answered at the start of the semester.
Your Shortcut to the Solution: How to Contact Us
There are often various ways to contact IT support: Email, chat, phone or the internal ticket system. Check which method is best suited to your request. Sometimes a quick call can be more effective than an email – especially if it’s an urgent issue.
Here is some useful contact information:
- Telephone: A direct call often offers the quickest solution You can reach us on +49 241 80-24680
- E-mail: An e-mail to servicedesk@itc.rwth-aachen.de is ideal for solving more complex problems. You should make sure that you describe your issue in detail and send us screenshots of the error message so that we can forward your issue to the right department if necessary.
- Chat: The ‘Chat Support’ button enables quick and uncomplicated communication, ideal for short queries or quick solutions. You can find it on the IT Center website, in the IT Center Help documentation portal or in RWTHmoodle.
- Personal visit: If possible, an on-site visit can help to resolve the problem more quickly. Here we offer TreMoGe after an agreed appointment. The ‘Treffpunkt mobile Geräte’ (TreMoGe) serves as a central point of contact for anyone looking for help with setting up and using the IT services of the RWTH Aachen University IT Center on mobile devices. You will be supported in configuring the following IT services of the IT Center: WLAN, VPN, e-mail, installation of certain software.
Optimally Prepared: The Key to Your Successful Support
In order to process your enquiry quickly and efficiently, we need the following information:
- First and last name
- Username / matriculation number (format: ab123456)
- Error description: Describe the problem as precisely as possible.
- Screenshots: Pictures say more than a thousand words – screenshots help us to understand the problem more precisely.
- Time of occurrence: When did the problem first occur?
This information is relevant to answering your enquiry quickly and easily. The more information you provide, the faster we can process your request. If possible, test simple solutions yourself (e.g. restarting the device or checking cable connections) before contacting support. You can also take a look at our IT Center Help documentation portal, which contains helpful tips and instructions that may be able to help you.
Patience Is Half the Battle
Technical problems can be complex and sometimes it takes a little longer than expected for us to find a solution for you with our specialist department. Please understand if it takes a while. We are working hard to help you. If your enquiry is particularly urgent or there are special circumstances (e.g. an upcoming project), please let us know.
An effective IT-ServiceDesk is crucial for a smooth working day. By knowing the opening hours and contact options, preparing your enquiries in the best possible way and showing patience, you can significantly improve cooperation with IT support. Use the tips provided to resolve your issue quickly and efficiently. Together we will ensure that technical problems are solved promptly and you can concentrate on the essentials!
Responsible for the content of this article is Leo Braun.
Leave a Reply