Head: Dipl.-Bibl. Rita Lindenmayer
The team Help Desk is the first and central point of contact for questions about using the services of the kiz and to report and resolve problems and disorders associated with these services (1st level support).
The Help Desk is organized according to the principles of the ITIL framework and uses the ticket system OTRS for Incident and Request management. This system will record and edit all requests from customers systematically. In case of need the 2nd level support of kiz is included over a defined workflow.