We are able to answer on all needs of our employees, which reach up to even 15 000 tickets per month!
The greatest and the most important task of people working there is to provide an IT support for approx. 19 000 end users across Arla locations worldwide (over 140 entities in more than 30 countries). IT Service Desk is a 1st line support for solving incidents for about 2000 different applications functioning in entire Arla organization. The service is provided 24/7 in English language. However, we have also dedicated lines functioning in German, Danish and Swedish language – those ones are available for 10 hours per each working day (Monday-Friday). Nevertheless, our agents are working 8 hours per day.
Our agents provide support using 3 different channels: via answering phone calls and e-mails (on the basis of which tickets in ServiceNow are created), but also via our website.
IT Service Desk team consists about 40 persons. These are not only agents (from junior to senior level), but also guys responsible for setting and monitoring the quality of IT SD work as well as crisis management related to specific incidents. Thanks to them, we are able to answer on all needs of our employees, which reach up to even 15 000 tickets per month!
