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Factory Service Desk
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Computer/IT Services


Support Functions


Mid level

Location: Ghent

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Hiring Manager
Melis Erenoglu

Job Description

Factory Service Desk is a solution-oriented Service Desk with 1st tier resolution rate.

The Service Desk delivers both support for the application portfolio for Manufacturing and Logistics and critical infrastructure components such as network, storage, and shop-floor equipment.


Coordinate and resolve incidents together with incident Managers and resolver teams.

Review and follow-up on incidents to improve end-to-end support.

Coordinate active incidents to reduce lead-time.

Monitor Service-Now queues and Service Desk mailboxes.

Monitoring of servers, services, processes, integrations,etc. via the Plant View Monitoring-tool.

Work with continuous service improvements.

Participate in local Management Board and Problem Management meetings to be informed about upcoming changes in the IT environment.

Act as an incident Coordinator during P1 and P2 incidents.

Manage the Service Delivery in the absence of the Team Manager.

Take on wider customer facing role, report to the relevant stakeholders on any issue that could significantly affect a factory plant or warehouse.

Acting as 1st level of escalation where difficult or controversial calls are received.

Govern the incident Review Process for Factory Service Desk.

Produce metrics of incidents and service requests.

Assisting agents in providing 1st line of support when the workload is high.

Work with application teams to gather knowledge and create KB-articles about tasks that can be performed in 1st line, and train the Service Desk resources in executing them.

Identify gaps in processes and ensure its closure.

Skills & Requirements

-Understanding of infrastructure in enterprise IT environments, such as Active Directory, LAN/WAN/DNS, Servers, Clients, Databases, Middleware, etc.

-Development experience in any platform.

- Hands on experience on ITSM tools like ServiceNow.

-1-2 years of experience from IT Service Desk.

-Driver’s license.

-Client OS: Experience from Windows 7, Windows 8.1, Windows 10, Windows Embedded (all versions)

-ITIL: Basic understanding of ITIL processes

About the company

Sogeti Belgium, business unit of Capgemini Belgium, is an international organization and leading provider of technology services and software testing. Sogeti Belgium employs 500 IT professionals, offering cutting-edge expertise in Cloud, Cybersecurity, Digital Manufacturing, Digital Assurance & Testing, and emerging technologies. Our clients are well known companies in the private and public sector (e.g. the European Institutions, FODFin, KBC,…).

Sogeti Group combines agility and speed of implementation with strong technology supplier partnerships (Microsoft, IBM, HPE), world class methodologies and its global delivery model, Rightshore®. Sogeti Group brings together more than 25.000 professionals in 15 countries, based in over 100 locations in Europe, USA and India. Sogeti is a wholly-owned subsidiary of Capgemini SE.

Take a tour in our office: https://www.firefleye.be/wp-content/uploads/sogeti/

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