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--- institute_lorentz:institutelorentz_email [2016/04/08 07:03] – [Miscellaneous] lenocil
+++ institute_lorentz:institutelorentz_email [2016/04/08 07:15] – [Helpdesk] lenocil
@@ Line 53: / Line 53: @@
 To contact the helpdesk it is preferable to use our web [[https://helpdesk.lorentz.leidenuniv.nl/|application]].
+Note: Append @lorentz.leidenuniv.nl to any alias above.
+==== Helpdesk ====
+Computer support is generally available during working hours with the exception of emergency situations.
+All Lorentz Institute users are encouraged to use the [[https://helpdesk.lorentz.leidenuniv.nl/|helpdesk]] to request help rather than emailing ''support''. The reason why is simple. Our helpdesk application maintains a database of all present and past issues which greatly helps solving problems in the quickest way as possible. Moreover, while emails addressed to ''support''  are only read by a limited number of people, helpdesk tickets reach ALL computer workers in the Leiden University Observatory (STRW), Lorentz Institute (IL) and Leiden Institute of Physics (LION). This means that your issue can be resolved even though the IT personnel of your department  is on vacation.

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