Germany – Helpdesk and support services – Computer-Hotline

The administration of the Landtag Nordrhein Westfalen is a service provider for the parliament. It ensures the smooth operation of parliamentary business and creates the organisational, personnel and technical conditions for the work of the members of the Landtag. The administration has the task of supporting the members as well as their employees, the employees of the factions and the employees of the administration in the performance of their duties. The IT department provides a modern IT infrastructure for the more than 2000 users. To support users with questions, disruptions and problems related to the IT equipment, an IT Service Desk is operated, which serves as a Single Point of Contact (SPOC) for IT-related matters. The operation is carried out on-site by an external service provider. The main tasks include the installation, commissioning and support of the hardware and software products used, the receipt of requests and fault reports as well as their processing in the sense of a modern first- and second-level support, with the aim of a high resolution rate (approx. 85 %). In addition to user support in the Landtag, on-site activities are also to be carried out in the constituency offices of the members and the teleworking offices of the employees of the Landtag. On 28 February 2027, the regular commissioning of the current service provider for personnel support in the areas of IT Service Desk, on-site services and user support will end.