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.    

News


Due to the closure of the IT-ServiceDesk locations for personal customer contact (Seffenter Weg 23, Wendlingweg 10 and SuperC), the acceptance and processing of certificate applications will be limited until further notice.

The following requirements must be met:

  • the person making the request uses a user certificate issued for them by the DFN-PKI
  • the applicant can send a signed e-mail from their personal mailbox (e-mails from functional mailboxes will be rejected)

Background information:

  • we need to be able to identify an eligible person (individual) as the applicant. Since DFN-PKI user certificates are issued following Individual Validation, we can use the sender's cryptographic signature on the e-mail, together with their DFN-PKI certificate to identify the applicant as a person (individual). This is why we can't accept signed e-mails from functional mailboxes.
  • as you are required to sign your certificate request by hand (actually your compliance to the certificate policies of the DFN-PKI), we recommend that you also encrypt the above mentioned e-mail.

 

The following arrangements apply:

1. User Certificates:

  • You already have a still valid user certificate and you need a new one issued:
    Print out the "participant's declaration of compliance to the DFN-PKI certificate policy", sign it by hand, scan it and send it per electronically signed e-mail to ra@rwth-aachen.de
    Note: This e-mail must be sent from the e-mail address for which the certificate is to be issued.
  • You have no valid user certificate:
    Please contact the registration authority via E-Mail to ra@rwth-aachen.de.

2. Group Certificates - new application or renewal

Print out the "participant's declaration of compliance to the DFN-PKI certificate policy", sign it by hand, scan it and send it per electronically signed e-mail to ra@rwth-aachen.de
Note: This e-mail must be sent from the applicants personal e-mail address, not from the functional or group mailbox for which the certificate is needed.

3. Server Certificates - new application and renewal:

Print out the "participant's declaration of compliance to the DFN-PKI certificate policy", sign it by hand, scan it and send it per electronically signed e-mail to ra@rwth-aachen.de
Note: This e-mail must be sent from the applicants personal e-mail address, not from any functional or group contact e-mail.

 

Note: please make sure that you scan the "declaration of compliance" with sufficient resolution, so that your handwritten signature is discernible to the naked human eye.

Hereyou can download the certificate for ra@rwth-aachen.de, in order to be able to send your encrypted e-mail without prior handshake.

 

 

Contact of IT-ServiceDesk

servicedesk@itc.rwth-aachen.de | Ticket-Portal | Chat-Support

 Phone: 0241 / 80-24680 | Fax: 0241 / 80-22981

Monday to Friday, 7:30 a.m. to 6:00 p.m.

 By (Snail) Mail:
IT Center
RWTH Aachen University
IT-ServiceDesk
Seffenter Weg 23
52074 Aachen

In person you can find us here  (map in pdf format):

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We are not available at the SuperC from the 12th of March 2020 until the 10th of April 2020.

 IT Center SW23

Seffenter Weg 23, upper entrance, Monday to Friday, 08:00 a.m. to 6:00 p.m.

 SuperC

Templergraben 57, Foyer Infodesk, Monday to Thursday, 08:00 a.m. to 6:00 p.m., Friday, 08:00 a.m. to 4:00 p.m.

 IT Center Wendlingweg 10

Wendlingweg 10, Monday to Friday from 8 a.m. to 4 p.m.

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Every fourth Friday of the month all contact points remain closed between 8:00 a.m. and 13:30 p.m. You can still reach us by e-mail or phone.

Contact TreMoGe
 IT Center SW23

Seffenter Weg 23, room No. 127

Monday and Thursday, 09:30 a.m. to 1:30 p.m.

Tuesday and Friday, 12:00 a.m. to 4:00 p.m.

 

 

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Please find detailed information about the services, devices and operating systems we support on the following website: Treffpunkt Mobile Geräte.