The IT-ServiceDesk at RWTH Aachen University is the central point of contact (SPoC) for everyone who uses the IT services of the IT Center. The IT-ServiceDesk was certified according to DIN EN ISO 9001:2015 in 2016 and has since maintained a quality management system (QMS) for the purpose of customer-oriented and efficient processing of inquiries submitted to the IT Center.

 The IT-ServiceDesk 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 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.

The responsibility of the IT-ServiceDesk only ends when a satisfactory solution has been provided.