Bilingual support tek (24/24h) - Geodis

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From July 2011 to July 2013 for Geodis group

The Central Service Desk (let's call us CSD) was located in France, and is the worldwide SPOC for all group IT, clients and providers.
Now (sep 2013), CSD is located on two IBM's sites (in Poland and in Czech Republic).


The Central Service Desk team is

  • SPOC (Single Point Of Contact, ITIL way) for all IT, clients and providers, among the following divisions
    • Logistics
    • Groupage
    • SCO (ie Global Supply Chain Optimization - 1 200 people)
    • and DSCG (financial), customs services and CORP, Road and BM "Bourgey-Montreuil", Wilson, Calberson, SNCF Bagages... more than 32 000 users over 120 countries
  • 11 people (including manager)
    • speaking, writing, translating (French - English)
    • 24x24 hours and 365x365 days - e.g. our schedule
  • located in France (Clichy near Paris, Headquarter site, near the Headquarter Helpdesk)
  • soon to be split into 3 or 4 IBM services (in Czech Republic and Poland)
  • contact with: on duty teams, managers, IBM, Atos, SFR, OBS, Verizon...
  • wan and infrastructure supervision, production tasks, ticket qualification, communication, support...
  • users PC/vpn/other-issue, on night/or/any-other-reason, as we are smart, reactive and wink



  • server and service reboot tasks...
    • environments: Cloud, IBM AS400/iSeries, MS AD, Citrix farms, VmWare, AIX Unix, $U - Dollar Universe, Microsoft Dynamics AX, SAP, Domino v8.5, LDAP, Oracle, WebSphere...
  • maintenance plan checks ($U, MS Dynamics AX), login tests for critical applications...
  • EDI search and replay on: AS400, win FTP, sFTP, AS2... using several tools: Gest, NetIX, QUID
  • citrix session support (user account creation, pw reset...), AD user creation (NT4, AD 2000, 2003, 2008), Domino v8.5: user / groups / mailing list / generic box creation...
  • backlogs...



  • group infrastructures : WAN, MAN, AD, Domino, EDI, DB... alarms and checks, using several What's Up Gold and Nagios consoles
  • contact with
    • network providers (SFR, OBS, Verizon, SinTel, Easy Net...),
    • clients (edi, MQ channel to restart on night/bank holiday...),
    • local and regional helpdesks,
    • hosting companies (Atos, IBM, Colt...)
    • some other internal or external  IT (N1, N2, N3)
  • on french SFR router: telnet for logs and tests, providers tickets management...
  • updates on What's Up Gold
  • ls, du, df other wrksbs and wrkjob :)



  • AS400 / iSeries
    • user accounts unlock and management, and other devices
    • printer pool management: (purge spool, redirections, editor restart, paper/zebra ...)
    • EDI: search on Quid, replay
    • alarm check  (system, jobs in message wait status)
  • ITIL: tickets creation and management (oscar from CA).
  • Headquarter user AD (Clichy Headquarter): helpdesk for VIP on night and week-end (wifi in hostel, notes issue...)...
  • AD user account management, applicative account creation (ILM, Domino, Oscar, Orfeo, Ax, NextGen...)

  • SPOC Single Point Of Contact
  • CSD Central Service Desk
  • EDI Electronic Data Interchange
  • ITIL Information Technology Infrastructure Library
  • SCO Global Supply Chain Optimization