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You might want to print this page for reference, but beware of occasional changes.

(lightbulb) The Service Desk is IRC-IT's central contact point for Jacobs University's faculty and staff members in case of Incidents or Requests.

IT Support for Staff/Faculty/Employees
  1. write an email to itsupport@jacobs-university.de anytime.
  2. call 4666 during telephone hours, voicebox anytime (we'll callback ASAP!).
  3. visit the IRC-IT office CC 3-255 during open office hours.

Support Hours:

Time

Monday

Tuesday-Friday

09:00-10:00

Not available

Telephone Hour

10:00-11:00

Not available

Open Office Hour

14:00-15:00

Telephone Hour

Telephone Hour

15:00-16:00

Open Office Hour

Open Office Hour

Any available time

Email, Voicebox, appointments

Email, Voicebox, appointments

(lightbulb) More information in Contacting IT-Support for Staff.

Mind the Support Hours

Periods outside these times are used for appointments, support tasks requiring longer examination, and for infrastructure maintenance.

 

Server Maintenance Hours

Server Maintenance Hours are each Thursday, from 07:00-08:00.

During these times, server operation is unreliable. You should expect unavailable servers and sudden downtimes of services without prior explicit announcement.

See here for details.

Working Days

Support is available only on regular working days. There is no IT support on weekends or on public holidays.

(plus) You can find a lot more information about efficiently employing IT support in Contacting IT-Support for Staff. Also, the priority system used is described, the tasks of IRC-IT, and alternative contacts are given.

(tick) It will be easier and faster to answer your questions, if you keep a few things in mind upon requesting information, including being specific. Please see the interesting hints on asking questions at Geek to Live: The art of asking or Web Worker Daily: How to Prevent Tech Support Nightmares. Also, employing How To Ask Questions The Smart Way might help to get faster and more helpful answers.

The Service Desk implements one of the core ITIL Service Support processes.

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