How to Contact IT Helpdesk

Please contact the IT Helpdesk for any Incident or Service Request. You can contact the IT Helpdesk by email, phone, or by visiting the IT Helpdesk counter in Garching or Santiago.

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.

Paranal

• Telephone: internal 5959 or from external +56 55435959
  
• Email: cl-helpdesk@eso.org
• Offices: Paranal IT Helpdesk is in the warehouse complex, office number W-105, last door in the building.
• Note: Due to limited staff, not all servcies are available

La Silla

• No on-site support, please contact the IT Helpdesk in Santiago
  

Opening Hours

Normal Opening Hours

The IT Helpdesk is manned from 08:00 to 18:00 of all normal working days. During this time, incidents and service requests 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.