The IT-ServiceDesk (IT-SD) of the IT Center of RWTH Aachen University is the first point of contact for students, employees and external parties for all problems arising in connection with the IT services of the IT Center. Thus, the IT-SD acts as a link between the customers/users of the IT services and the IT Center and represents it to the outside world. Since customers first perceive the quality of the work of the IT-ServiceDesk and draw conclusions about the quality of the IT Center's work, it is necessary to continuously improve the quality of the support provided.
The IT-ServiceDesk consists of a mixed ratio of permanent employees and student assistants. Particularly in the case of personnel changes and due to rapid technological developments, it is important to communicate new content to the employees quickly and in a high quality. In order to ensure that this communicated content is maintained, good documentation, work instructions and efficient familiarisation phases are essential.
In order to guarantee the above mentioned points, the IT-ServiceDesk uses a quality management system according to DIN EN ISO 9001:2015. By defining processes, workflows and their proper documentation, it is possible to ensure the best possible service-oriented support for the customers of the IT Center. The processes are always prepared and documented transparently for all employees so that changes in individual processes are directly visible and can be implemented. By constantly promoting the further development and training of employees, the maintenance and improvement of service quality is ensured and improved.
Quality management makes the communication channels between the IT Service Desk and the specialist departments of the IT Centre more efficient and ensures that customer enquiries are always prepared in a service-oriented and efficient manner for the specialist departments, thus reducing the workload on them.
The IT-ServiceDesk management undertakes to comply with and promote the quality management system described. It promotes the publication of the quality policy and takes measures to achieve set quality targets.
In summary, the IT-ServiceDesk works according to the following quality principles:
- The service provided is always customer-oriented, i.e. the fastest possible solutions to customer enquiries are sought.
- The IT-ServiceDesk relieves the IT Center departments of the burden of direct user communication and solves the majority of queries to the IT Center directly and independently.
- The IT-ServiceDesk trains its employees accordingly in order to improve the quality of the service.