Monday - Thursday: 8h - 16:30h & Friday: 8h - 15h

The UCO is the single point of contact for all questions and problems concerning your computer workplace and central IT services at DESY. We support you in questions about central IT services with consulting and information.

In case of problems and questions concerning services which are in the responsibility of the IT group, we clarify the further steps for you (if necessary in cooperation with the responsible service providers) so that the problem described by you can be solved.

In some cases like password reset or device reparation, face-to-face contact is not only wise but necessary. So please visit us - if required, after prior consultation by phone - during the opening hours at the UCO.

How is my Request processed?

First, we ask you for all information that could be relevant for the processing of your request. If the request is easy to answer, you will receive a solution from us in a timely manner. If the solution of a problem should take longer time, but you need ad-hoc help, we offer you workarounds, so that you can continue to work until the problem is solved.

Problems with more complex circumstances require reconstuability, i.e. we need to know exactly who did what when under which circumstances, which lead to the behavior you observed and if you are able to reproduce under these conditions. As soon as you have provided us with the necessary information, the UCO will also try to reproduce the problem.

If the latter is not possible, means, you or the UCO cannot provoke the behavior again under the same conditions, a solution or clarification of the cause is quite unlikely. An important reason for this is that tests can thus not show whether certain measures or procedures have led to the elimination of the problem. The reproducibility of a problem is also the basis for reporting it as a software error to the manufacturing company, if necessary. This possibility is also not given without a successful repetition of the problem.

In the case of problems that cannot be solved, but which severely affect your work, we will nevertheless try to find a suitable workaround and provide you with approaches or possible alternative ways of working in order to be able to avoid a recurrence in the future, if possible.

Who processes my Request?

Both the telephone and the personal handling of your request are carried out by our UCO students (1st level). In this context, they will ask you for all information required for the first processing of your request and pass it into a ticket tracking system. If the processing of your request could not be answered or solved by the 1st level, the 2nd Level will take care of your request.
If special permissions or more detailed technical information are required to process your request, it may be passed on by the 2nd level to the responsible service provider (3rd level) within IT. Afterwards the UCO will answer your request as soon as your issue has been clearified.

When is my Request processed?

In case of general requests addressed to the UCO, you will receive a reply during the UCO working hours (Mon-Fri 8-16:30) within one hour in case of urgent cases, otherwise on the next working day at the latest. At any time you may also refer to one of your responsible group administrators. Note that we cannot guarantee to solve every problem together with you within the mentioned time periods, especially in case of more complex issues this is not always possible. Therefore, if necessary, we provide you with a workaround to enable you to achieve your goal in another way until the problem is solved.

If your request is urgent, i.e. you are not able to work, please let us know in the text of your message and/or put " URGENT: " or something like that at the beginning of your subject line. In urgent cases, also please do not hesitate to inform our hotline (5005) by phone about the urgency of processing your request.

In case you requested a device repair, an external service provider will normally be contacted by the 1st level. Therefore the UCO has only limited influence on the actual processing time of a repair. Experience shows, however, that you can usually expect a repair to take at least 2 weeks. In individual cases, however, it may take longer depending on the complexity of the problem. You will be informed about this by the UCO.

Information about lending and repair service at UCO can be found on the following web sites:

• https://it.desy.de/help_uco/loan_service_of_desy_it_devices
• https://it.desy.de/help_uco/repairs_of_electronic_desy_devices
   

Does the UCO also provide Support at my Workplace?

Central on-site support by the UCO cannot be efficiently realized due to the very different needs, working methods and structures in the many groups at DESY. On-site support is therefore not offered by the UCO and thus can not be provided by the staff members.

If on-site support is required at your workplace, your group administrators are the right people to contact, since they know the group structure and the special requirements of your group best. They will also clarify with you the further steps in case of defects and problems that cannot be solved remotely or require administrative rights. A list of the responsible group administrators can be found on the following website: https://it.desy.de/services/uco/windows_group_admins/