IT Helpdesk

ESO IT Helpdesk support is only available to ESO personnel as well as visitors working at the ESO Premises.

How to Contact IT Helpdesk

ALL support requests for Incidents and Service Requests shall be forwarded to IT Helpdesk via email, phone, or by visiting the IT Helpdesk counter in Garching or Santiago.

Below are the details how to contact the IT Helpdesk.

Garching:

  • Telephone: internal 6333 or from external +49 89 3200 6333
  • Email: helpdesk@eso.org
  • Offices: The Garching IT Helpdesk to located on the second  level  in the north corner of the main building. 

Santiago:

  • Telephone: internal 3133 or from external +56 2463 3133
  • Email: cl-helpdesk@eso.org
  • Offices: The Santiagio IT Helpdesk is in the basement. Take the staircase next to the Reception desk, then turn right. You will find the IT Helpdesk staff at the end of the corridor.

 

Normal Opening Hours:

From 08:00 to 18:00 of all normal working days. Helpdesk is physically manned and all services are available. During this time, incident and service request are handled according their urgency and impact.

On-Call Support:

On-call support is available in the hours not covered by normal or late support, namely:

  • on working days Mon-Fri: 00:00 to 08:00 and 18:00 to 24:00
  • on Saturday, Sunday and Bank Holidays: 00:00 to 24:00

The on-call support can be reached by calling for Garching: +49 171 676 4106, and for Santiago: +56 9 77 580 209.

Please note: The on-call support covers only emergency incidents and problems, such as:

  • core servers down
  • global network problems
  • internet connection down, etc.