Kategorie: ‘Support, Services & Updates’
Geänderte Öffnungszeiten am 02.10.2019
On Friday, October 2nd, the IT Center will close at 4 pm at all three locations for personal contact due to an internal event.
But don’t worry, the IT operation is of course guaranteed at all times!
Source: Pixabay
You can reach us in the following ways:
By telephone from 7:30 am to 4 pm:
You can reach us conveniently and reliably by phone at 0241/80-24680.
Bychat from 10 am to 4 pm:
You can reach us via the „Chat Support“-button in IT Center Help between 10 am and 4 pm hours.
Alternatively, you can use the chat support via RWTHApp via Facilities –> IT-ServiceDesk.
By e-mail:
Write us an e-mail at servicedesk@itc.rwth-aachen.de.
Thank you for your understanding. We will be back for you on Friday, October 4th, 2019 during our usual opening hours at all locations!
Your IT Center
Responsible for the content of this article are Linda Jörres and Liza Schwarz.
Be a part of the network! – Welcome Erstis of 2019/20 – Welcome Social Media @IT Center!
By tomorrow, we not only welcome the freshmen 2019/20 of the RWTH Aachen University but also our new fosterlings, the social media channels of the IT Center!
Source: Own illustration
Wissensmanagement am IT-ServiceDesk – Auch wir haben unsere Spickzettel
Geänderte Öffnungszeiten am 13.09.2019
But only on Friday, September 13, 2019 from 16 o’clock at all locations!
Source: Pixabay
On Friday, September 13, the IT Center will close at 4 pm at all three locations for personal contact due to an internal celebration.
But don’t worry, the IT operation is of course guaranteed at all times! How else can you reach us?
By telephone from 7:30 am to 4 pm:
You can reach us conveniently and reliably by phone at 0241/80-24680.
By chat from 10 am to 4 pm o’clock:
Via the “Chat Support” button of IT Center Help you can reach us between 10 am and 4 pm hours.
Alternatively, you can use the chat support via RWTHApp via Facilities -> IT-ServiceDesk.
By e-mail:
Write us an e-mail at servicedesk@itc.rwth-aachen.de.
We hope for your understanding and will be back for you on Monday, September 16, 2019 during our usual opening hours at all locations!
Many thanks and many greetings
Your IT Center
Responsible for the content of this article is Liza Schwarz.
Wissen ist, wenn man weiß, wo es steht – Das Wissensmanagement am IT Center der RWTH Aachen
Wir wissen alle, dass wir mit Suchmaschinen, Online-Lexika und Hilfeseiten so ziemlich zu jeder Frage oder Problem eine Lösung im Internet finden können.
Wenn es dann allerdings um einrichtungsspezifische Informationen geht, wie die IT Center-Services – beispielsweise Einrichtung von E-Mail-Clients, Konfigurationsanleitungen für eduroam und VPN sowie die Anleitung zum ConnectMe-Coupon-Verfahren – dann sind Sie und wir auf die Anleitungen im Dokumentationsportal (jetzt IT Center Help, Stand: 2021) des IT Centers angewiesen.
So sieht sie aus: Die Startseite des Dokumentationsportal doc.itc
Quelle: Eigene Darstellung
All about Cloud – Microsoft Cloud Community Meetup in Berlin
Cloud-Dienste sind in aller Munde. Es vergeht kaum ein Tag, an dem nicht irgendwo über Cloud-Dienste gesprochen wird. Ganz gleich, ob Daten in Clouds geladen werden, um sie dort abzulegen bis sie wieder gebraucht werden oder, ob es sich um das gemeinsame Arbeiten an Projekten und Dokumenten handelt. Clouds – Datenwolken also – machen gerade standortunabhängiges Arbeiten und Kooperieren noch effizienter. Eine Digitalisierungsstrategie ohne Cloud-Nutzung ist kaum vorstellbar.
Cloud-Nutzung an der RWTH
Um die RWTH Aachen in Sachen Digitalisierung von Forschung, Lehre und Verwaltung als führende Hochschule zu positionieren, unterstützt das IT Center aktiv bei der Gestaltung der Digitalisierungsprozesse der RWTH Aachen. Die Cloud-Strategie im Hochschulkontext sieht folglich vor, Freiräume zu schaffen und somit auch Kapazitätszuwächse zu ermöglichen.
Der PDF-Annotator wurde von der Moodle Community ausgezeichnet! / The PDF-Annotator was awarded by the Moodle Community!
Quelle: CLS
Das häufig genutzte RWTHmoodle Plug-In „PDF-Annotation“ wurde diesen Monat in das Moodle Plug-In Hauptverzeichnis aufgenommen. Darüber hinaus hat das Plug-In Reviewers‘ Choice Award erhalten. Diese Auszeichnung erhalten Moodle Plug-Ins, welche von den Reviewern als besonders nützlich, gut programmiert oder ausgesprochen interessant erachtet wurden.
EUNIS 2019 – „Generation Z – New Communication Habits“
The IT Center Blog serves as a platform on which current information is posted in a user- and target group-specific manner. The comment function also enables an exchange between customers and the IT Center.
Source: Own illustration
The last post of our EUNIS 2019 series presents the paper by Sarah Grzemski and Bernd Decker. It evaluates the experiences of introducing and using social media as communication channels in support, focusing on chat support and giving an outlook on planned extensions of social media activities of the IT Center.
The “Chat Support” button allows users of RWTHmoodle or IT Center Help to contact the IT-ServiceDesk directly.
Source: Own illustration
Millenials – also known as Generation X – as well as Generation Z rely increasingly on fast digital communication and information channels. The digitization strategy of RWTH considers this, calling for further development of essential communication channels within the university, in line with the target group’s requirements and new trends. The shift in expectations has also been noticeable in the feedback of past user satisfaction surveys conducted by the IT Center.
In 2015, the IT Center met this shift by introducing the IT Center Blog as a means of distributing information quickly and target-group-specifically, while also allowing for interactions with users via the comment section. Additionally, several feasibility studies and analyses were conducted resulting in the decision to introduce a support chat as the first of the surveyed universities. The goal was to offer a fast, modern and simple communication channel to users as well as reduce the number of inquiries by e-mail and telephone.
The support chat was implemented as an in-house development using the audience response system (Direct Feedback) already developed for RWTHApp (Politze & Decker, 2014). It was first integrated as web chat into the documentation portal. At the end of the test phase during the summer semester 2016 it was implemented in the RWTHApp. Since July 2019, users have been able to use the chat via the learning management system RWTHmoodle. Users can log in using their university credentials or use the chat without authentication to keep barriers for using it low.
The IT Center Blog and support chat are being developed continually in line with user requirements and feedback. The users’ positive feedback encouraged continuing along this path. At the same time, it called for additional social media channels as means of providing information and offering communication. Various social media platforms are currently being evaluated to see which might be suitable for expanding the customer- and service-oriented approach to communication.
As this topic is very close to our blog, you can be sure that we will keep you informed about the further developments of our communication channels.
Responsible for the content of this article is Sophia Teeuwen.
