IT services for the Faculty for Chemistry at the University of Vienna are provided threefold: Via the ZID (Central Informatics Services), the Faculty IT Support and the Department IT Support.
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 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 efficiently.
If you need help, and or problems arise, there is a way to go about it: