IT Service Desk
- Phone
- 41190
- Ext.
- 200
Help Desk
The IT service desk supports plant staff with software, networks, hardware and communications.
- 4 support areas
- 24/7 production network support
Support areas
Software & office automation
Support for enterprise software, especially the office automation system that covers correspondence, HR processes, internal messaging and document exchange.
The MIS team supports the production, commerce, finance and HR subsystems.
- User accounts and access rights
- Fixing errors and user training
- Administrative forms and workflows
Network & infrastructure
A stable office and industrial network, internet, corporate email and data center services.
- Network connection problems
- Corporate email and accounts
- Secure remote access (VPN)
Hardware & repairs
Installing, upgrading and repairing computers, printers and peripherals.
- Installing and moving equipment
- Repairs and spare parts
- Scheduled maintenance
Telecom & radio
Internal phones, operational radios and communication systems in production units.
- Extensions and transfers
- Operational radios
- Paging systems
Response times (SLA)
| Priority | Example | Response | Resolution |
|---|---|---|---|
| Critical | Production systems down | 15 minutes | 2 hours |
| High | Network down in one unit | 1 hour | 4 hours |
| Normal | Software problem for one user | 4 hours | 1 working day |
| Low | Installation or training request | 1 working day | 3 working days |
Requesting support
- Call or submit a requestCall the service desk extension or submit a request in office automation.
- Get a ticket numberThe request is prioritized and assigned to a specialist.
- ResolutionThe specialist fixes the problem on site or remotely.
- Confirmation & surveyThe request is closed after you confirm the fix.