Here for you
Monday–Thursday • 8.00 am–4.00 pm and Friday • 8.00 am–2.00 pm • Room 058
Orders must be placed exclusively via the CCDB [HCL Notes Call Centre Database] – telephone orders are only permitted in the event of a power cut!
Orders must be placed exclusively via the CCDB [HCL Notes Call Centre Database] – telephone orders are only permitted in the event of a power cut!
Performance criteria
- CCDB error messages are addressed promptly.
- Software issues are resolved using Microsoft’s remote maintenance tool (remote support).
- Hardware issues are resolved by ICT technicians on-site as a first step.
- The ICT strives to resolve errors as quickly as possible using its own resources (hardware replacement, PC replacement, software installations, etc.). Experience shows that approximately 90% of errors can be resolved within a few hours.
- Problems that cannot be resolved by ICT are forwarded to the manufacturers.
- In the event of bottlenecks or a high volume of problem reports, requests are processed based on an assessment of urgency.
- In urgent cases, a replacement PC or laptop can be provided.
Efficient support provided by:
- Consistent Hard- und Softwarestandards.
- Management of the administrator password by the ICT.
- Installations and updates of operating systems, system software, security programs, virus scanners, and similar software are carried out by the ICT.
- Network connections (IP addresses), access to departmental (chair) and MU central resources (printers, files, databases) are provided by the ICT.
- Automated backup of PC data, depending on the agreement, on ICT or the institute’s own backup servers.