Service Desk (SD)
In an attempt to achieve a higher availability of services for all its customers and a fast processing of service requests or incident reports, the computing center of the TUHH established the service desk (SD). The service desk is the service adress for telephone and email.By using a trouble ticket system in the service desk (SD), the computing center (RZ) is able to improve the quality of reception and processing of incidents and service requests. This improves the services significantly which are provided by the computing center.
The User Service Center (USC) remains. However, it now focuses on personal requests which are asked especially by students.
Starting on october 1st, the Service Desk is the obliging point of contact for enquiries by telephone or email. Until this date, the Service Desk is being established and asks for support from all RZ customers.
Service hours:
via telephone: +49.40.42878.4444
via email: servicedesk@tu-harburg.de
Monday thru friday 9:00 am to 12:00 am and 1:00 pm to 4:00 pm
Service desk employees:
- Service desk coordinator
- Service desk employees
Responsibility of the Service Desk:
- Structured reception of service requests or incident reports by using the Trouble Ticket System (TTS)
- Processing of service requests or incident reports which can be solved immediately (first level support)
- Forwarding of service requests or incident reports, which cannot be solved by the SD, to the service staff of the second level support.
Emails generated by the Trouble Ticket System (TTS):
- Reception-mail by receiving the incident or service request within the ticket-system
- Individual emails sent by the service staff via the trouble ticket system
- A solution-mail by successful closure of a trouble ticket
The Service Desk aims for continuous improvement (KVP). Because of that, a Processteam Incident Management was founded, which discusses all questions regarding the Service Desk (SD).
