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The ZID is the umbrella organisation for every IT service at the University. The Faculty Tech Support is the umbrella organisation for the IT services of the faculty. The Departmen Department IT Support is the base layer, salt of the earth, down and dirty, direct IT support for the members of the respective departments. In a perfect world, a University member first reads up her or himself on the question, then creates a Service-Desk ticket if possible, or calls the Help-Desk, THEN contacts the departments IT representative, and only LASTLY, when all hope is gone, writes an E-Mail to the faculties IT support . The faculty IT support then solves the problem or, failing this, contacts the ZID themselves.In reality, most people phone whoever helped them the last time and or seemed capaple and interested enough to really do something. This is a very natural thing to do. It also makes it hard for the IT staff to get anything done efficientlyif the department tech suppor is unavailable. This tier system is necessary for the support to funcion properly.

Who to contact?

If you need help, and or problems arise, there is a way to go about it:

1. Take to a device with Internet access and inform yourself first. Use the ZID homepage (zid.univie.ac.at), the Wiki (wiki.univie.ac.at) or the faculty homepage (chemie.univie.ac.at). You could also pester colleagues or the nice people in the departments administration. There is a good possibility to find the information you need there. If your problem is covered by the ZID's Service-Desk, please open a ticket there. To do this you need a uaccount no less.
2. No luck scouring the Interwebs? The first line of defense in IT matters are the department IT support persons. You can look these shy deer up via this Wiki, the faculties home page or via u:find. Please always contact these department representatives first.
3. If your IT representatives are in hiding and /or otherwise unavailable, contact the faculty IT support. The preferred method is as of now via E-Mail. Please only call by phone in emergency situations, thank you!

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