Service Description

Since January 1, 2010, IT-ServiceDesk (IT-SD) of the RWTH Aachen has been the single point of contact (SPOC) for all those who use the services offered by the RWTH IT Center. The Service & Communication department is responsible for the IT-ServiceDesk. A quality management system (QMS) certified according to DIN EN ISO 9001:2015 is operated to safeguard and optimise all processes relevant to the department. The QMS covers the following areas of activity:

Single Point of Contact for all inquiries regarding the IT Center's own and cooperatively provided (IT) services as well as its marketing.

The certificate is valid until the 19th April, 2022.

 

The IT-SD team consists of competent and well-trained specialists and provides help and assistance for issues regarding the services offered by the IT-Center. Inquiries that cannot be solved directly, whether personally stated or via phone, are recorded and forwarded to the responsible department. The user will receive a ticket number with the help of which they can track the status of their service request. This way, transparency is maintained while processing incoming service requests.

We guarantee to reply within one IT Center work day. The responsibility of the IT-SD only ends when a satisfactory solution has been provided.