- The University
- 24/09/2026
Butter chicken in a laptop? IT support has seen it all
TU/e has extensive IT support, which you can find behind the counter in MetaForum and via speed dial 2000. Cursor spent a day with them to find out what the most frequently asked questions are and which problems persist the longest. If only because of the smell.
“We receive dozens of calls and emails a day at each service desk,” says service staff member Tim Hartzuiker. There are two such desks on the first floor of MetaForum: one for staff and one for students. Answering them takes Hartzuiker an average of five to ten minutes per request. “Of course, we’ve encountered most of these questions before, which helps.”
The helpdesk receives the most calls regarding issues with Outlook or other components of the Office suite, permission issues for accessing folders or mailboxes, malfunctioning docking stations, or laptop problems. A team of ten staff members is available to tackle these issues.
2000
Sometimes, more complex matters arise that require Hartzuiker and his colleagues to refer the caller elsewhere or collaborate with others. “Just this morning, I got a call from the Sports Centre. They have lockers there that you rent using your access card. If something goes wrong, a staff member can open the lockers from her own account.”
However, her account turned out to have expired, leaving the visitors unable to access their belongings. It was a problem related to the TU/e network, yet speed-dial number 2000 didn't turn out to be the right first point of contact. In the end, Access Control and Parking came to the rescue.
It turns out that calling 2000 is often the first reflex for people facing a problem. “We frequently have to refer people to other departments,” says Hartzuiker. “We’ve become a central hub of sorts—a starting point for anyone with a problem at TU/e. But we’re happy to help.”
Classics
Many helpdesk staff could probably recite the classic questions—and answers—in their sleep by now. A complaint like “it’s not working” is therefore always followed by the question: “Is it plugged into the wall?” The fact that this is a university doesn’t mean that question is never met with an awkward “er, no.”
“A classic example is ‘the webcam isn’t working,’ only for it to turn out that the privacy shutter is still covering the lens.” So, when faced with such a report, Hartzuiker first asks the obvious follow-up question.
“It might sound a bit silly to ask that, but I usually make a joke out of it. Because in practice, it often *does* turn out to be the plug or the shutter, so asking saves a lot of time.”
He also checks the basics when dealing with complaints about malfunctioning docking stations. “I want to know if all the cables are connected properly, because that often turns out to be the problem.”
Incidentally, Hartzuiker finds it easy to stay calm, even when dealing with yet another unplugged device. “Part of the challenge of my job lies in tuning in to the user and ensuring my explanation is tailored to them.”
He notices that clear explanations are appreciated. “I also hope it helps people become a bit more self-reliant. That’s better for them—and for us. It allows us to spend more time on complex issues, because those certainly exist too.”
Hartzuiker rarely encounters angry people on the phone or at the service desk. “And when it does happen, you have to realize that the anger isn’t directed at you personally, but at the situation.”
Part-time job
Working at the IT help desk is a popular part-time job among students. Hartzuiker understands why. “It pays well, you get to work with peers (at the student help desk, ed.), and you arrange the schedule among yourselves so it doesn’t clash with your classes.”
You don’t need to be a top technical talent to work there, though. “It’s more important to be sociable and good with people. You pick up the technical knowledge quickly here in the department—after all, we often get the same questions.”
Butter chicken
A quiz held by student assistants during a recent team outing revealed just how many unlikely problems get reported. “It was a sort of ‘true or false’ quiz. There were 25 statements, and it turned out over 75 percent were true.”
For instance, there was a student having trouble with an HDMI port. The laptop was emitting an unusual smell, which got even worse once the device was opened up.
It turned out there was butter chicken inside—an Indian dish. “It had apparently leaked inside his bag. He hadn’t mentioned that when handing it in, even though it certainly would have helped us. We wouldn't have needed to open it up then,” says Hartzuiker with a smile.
Incidentally, the problem doesn't always lie with the person seeking help. The story about the helpdesk employee who knocked a cup of coffee over a brand-new computer while picking it up also turned out to be true.
Insurance
Sometimes, laptops really are beyond saving. This leads to more debate these days than in the past, because insurance is no longer automatically included for students.
“Since the start of this academic year, students can choose whether or not to take out insurance against accidents involving their laptops. Damage claims can be made free of charge once a year.” Consequently, multiple incidents in a single year result in costs for the student.
Students who haven't taken out insurance can still come to the service desk for assistance but have to cover the costs themselves. However, many students are currently still covered by the old scheme. They can submit multiple claims per year but are subject to an excess of €302.50.
The situation is different for staff members: they use laptops on loan from the university. Repairs are only carried out following internal approval, and the costs are covered by the relevant faculty or department.
“Even so, they shouldn't be showing up five times a year with a laptop that has drop damage or food in the keyboard. That would likely lead to a conversation with their supervisor,” Hartzuiker suggests.
Recycling
If a laptop is truly beyond repair, it doesn't simply end up in the trash. “We send it to a partner company, Dustin, for recycling. Just recently, a laptop was brought in with a hole in the screen—caused by an overly enthusiastic cat. Unfortunately, the device couldn't be repaired, but it is being recycled sustainably.”
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