1st Level Support IT-ServiceDesk

 

Target Groups

Institutions

Staff

Students

Contact

Name

IT- ServiceDesk

Phone

work
+49 241 80 24680

Email

E-Mail
 

Since January 1, 2010, the IT-ServiceDesk (de) is the central point of contact for students, staff, institutes, and partners in collaboration of RWTH Aachen. Our trained and competent specialist staff will be glad to assist you will all questions on the IT services of the IT Center.

If we are not able to answer your question or resolve your service request right away, we will forward it to the relevant specialist division. As with requests via e-mail, you will receive a service ticket number which makes it possible for you to check the status of your request, either in dialog with our staff or via the support portal. In this way, we make sure that you can obtain transparent information on status of your service request.

We promise to get back to with a response to your request within one working day. We will be responsible for answering your request until we have come up with an appropriate solution for you.

  Certification ZDH IT-ServiceDesk  

Your Benefits

  • By establishing the ServiceDesk, we are able to provide you with the following benefits:
  • You have a central point of contact for all information technology services of the IT Center
  • Our long office hours and workforce planning measures make it easy for you to contact us
  • Continuing education of our staff maintains high quality of our services
  • The ticketing system makes it possible for you to check the status of your service request online via the support portal
  • If you need assistance in person from our staff, you can visit us at one of the three locations:
    • IT Center Office Building at Seffenter Weg 23
    • SuperC, Templergraben 57
    • IT CenterOffice Building at Wendlingweg 10

Services of the IT ServiceDesk

The IT ServiceDesk will be glad to assist you with questions regarding the information technology services of the IT Center. These include:

  • Support with activating the communication services
  • Resetting your password
  • Configuration of WIFI and VPN
  • Installation of software
  • Assistance with CAMPUS and CAMPUS Office system functionality
  • Advice and assistance concerning our information technology services
  • Management of the laptop rental service

If you have any special requests concerning IT services, please do not hesitate to contact us!

Our Objectives

We seek to achieve outstanding customer satisfaction through:

  • Easy personal accessibility by phone
  • Provision of quick and effective solutions
  • Response to your service requesit within one working day
  • Improvement of the IT Service Management at the IT Center
 

Documentation Portal

  1. Our Documentation Portal provides you with detailed information on the various IT Center services, including the provision of manuals, FAQs, configuration instructions, and announcements.
  2. IT ServiceDesk (de)
  3. Incident / Fault Reports (de)