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IT Center Blog

Schlagwort: ‘Support’

Changed Opening Hours of the IT-ServiceDesk on December 9, 2022

December 2nd, 2022 | by
Drawing of a woman with a laptop with support symbols around her

Source: Freepik

Due to an internal event, the IT-ServiceDesk will only be open for you during limited opening hours on Friday, December 9, 2022.

For personal contact, our locations below will be open for you at the following times on this day: Read the rest of this entry »

Backup-Changeover 2022 – Our Support Offer

November 25th, 2022 | by
Teenager with smartphone with writing backup

Source: Freepik

backup-changeover 2022 is what is described as a Major Change in change management. In context Datensicherung.nrw, we are moving to Commvault’s backup software solution at RWTH and many universities in NRW. For many users, this far-reaching change also means that they are not only getting involved with a new software solution, but with many other changes. At RWTH Aachen University, which provides the service as a service provider center for a number of universities, a complex but highly available new platform for the backup infrastructure has been set up over the past few months. In addition to the technical innovations, we have also initiated a completely new support offering: Backup Consulting Day

Read the rest of this entry »

#Goodtoknow – IT Services in the Spotlight

October 28th, 2022 | by
Helle Bauleuchte

We take some important IT services for you in the spotlight, and hence you a few interesting facts at hand!
Source: Freepik

#Goodtoknow – IT Services in the Spotlight

Today we have useful knowledge about some of the IT services at RWTH. We have summarized interesting facts about our collaboration and communication tools, but also information about a stable connection via VPN and Eduroam. To keep you connected, we have prepared a small series for you!

Today: Sciebo and Gigamove  Read the rest of this entry »

Changed Opening Hours of the IT-ServiceDesk on October 21, 2022

October 12th, 2022 | by

 

White receiver on blue background with speechbubbles

Source: Freepik

Due to an internal event, the IT-ServiceDesk will be open on Friday, October 21, 2022 at limited hours.

On this day, our locations Seffenter Weg 23 and SuperC will be closed for personal support. Read the rest of this entry »

Deactivation of the Feedback-Function

August 31st, 2022 | by

 

Feedback written with chalk on a blackboard

Source: Pixabay

As we already know, everything has an end at some point.

So does our ticket feedback. After more than a year of testing, it’s time to say goodbye to our feedback function.

Read the rest of this entry »

How to Use IT Center Help – a Guide for our Docuportal

August 12th, 2022 | by
Screenshot of the home page of IT Center Help

Source: Own illustration

As the central IT service provider of RWTH Aachen University, the IT Center offers numerous services for RWTH members. Whether right at the beginning when redeeming the ConnectMe coupon or for using W-Lan, VPN, Software & Co. – sooner or later everyone who studies or works at RWTH Aachen University uses the services we provide and may need support or have questions. For this reason, we maintain a detailed documentation portal with practical step-by-step instructions and information about IT Center Services: IT Center Help. Today we introduce you to our portal and give you helpful tips & tricks on how to use it. Read the rest of this entry »

#letstalkaboutIT – What Topics are you most Interested in?

May 30th, 2022 | by

Source: Pixabay

With our postings, we would like to achieve exactly one thing:

To inform you about the latest information about the services of the IT Center and to share valuable tips and tricks with you.

But what are you most interested in?

Let us know!

Read the rest of this entry »

New Design and new Features – the new Chat

May 2nd, 2022 | by
Speech bubbles with Chat Support at the IT Center

Source: Own illustration

Since 2015, in addition to phone and personal support, the IT Center’s Service & Communication department has also been providing chat support. By using this service, you can get in touch with the IT Center’s support team quickly and easily.

By now, our chat support has become indispensable. No matter whether you have questions about RWTHonline and RWTHmoodle, are surfing the IT Center website or visiting our IT Center Help documentation portal, you can send us your questions with just one click on the Chat Support button at the bottom of the screen. Many of your concerns can already be solved quickly and conveniently via this channel. Due to the increased number of enquiries, our availability via Chat Support was extended in March 2020. As of this date, you can reach us via chat from 7:30 a.m. to 6:00 p.m.. In addition, the chat support has now also been connected to our omnichannel system.

Read the rest of this entry »

Reopening of the IT-ServiceDesk at SuperC and the Printing Service at Seffenter Weg 23

April 27th, 2022 | by

Soon back on site for you! The IT-ServiceDesk in SuperC and the printing service in Seffenter Weg 23 will open for personal contact.
Source: Freepik

May 02, 2022 is the day: The IT Center’s IT-ServiceDesk takes a big step toward normality. Both the SuperC support location and the printing service will reopen for personal contact. While the opening is subject to the appropriate conditions and hygiene measures for your and our protection and to counter the spread of the Corona pandemic, it will finally be possible to print posters, posters and co. at the IT Center, Seffenter Weg 23, and pick them up in person again starting next Monday, May 02, 2022. Consultation at the IT-ServiceDesk in the SuperC will also resume. Please note tha we are also part of the RWTH initiative “We keep wearing masks”.

Read the rest of this entry »

More transparency for you –
the support level is now viewable in the ticket portal

July 28th, 2021 | by
Screenshot of the overview page in the ticket portal

Source: Pixabay

The IT-ServiceDesk is the central point of contact for all questions relating to the IT Center’s IT services. The support requests we receive every day are very diverse. To avoid losing track of them, all requests are recorded as “tickets”, assigned a unique ticket number/reference number for further tracking, and stored in an IT service management tool for further processing. To increase the transparency of ticket processing for our users, the IT Center offers a web interface to the Ticket-Portal.
Read the rest of this entry »