Koen Roekens

Experience

• 

  IKEA Group

  Jan 2006 - Jan 2007

  Stocker

  Student

• 

  IKEA Group

  Sept 2007 - Jun 2008

  Order Picker
• 

  TNT

  Sept 2008 - Nov 2009

  Magazijnier
• 

  St. Jude Medical

  Dec 2009 - Nov 2011

  Magazijnier - TeamCoordinator

  St. Jude Medical Zaventem (besturingsprogramma SAP) Magazijnier / Orderpicker / coördinator 5pers

• 

  Belgian Sky Shops

  Feb 2012 - Dec 2014

  Magazijnier / Stockanalyst /TeamCoordinator

  Belgian Sky Shops - Magazijnier / Verkoper / Stockanalyst/ Teamcoördinator 5pers

• 

  Econocom

  Jan 2016 - now

  - Single point of contact for the business representatives for the services delivered by Econocom (Prioritize requests, provide information on the treatment of delivered services, escalations, facilitate solutions...).- Single point of contact for Econocom of the Customer Relationship Managers of Engie IT.- Report on the SLA’s, blocking issues and service improvements to the Business representatives- Facilitate, in accordance with the CRM's, the relations between the user représentatives of the different Engie Business Units and the Service Delivery Managers of Engie IT and Econocom for all the services Delivered by Econocom within the Framework of the European Service Desk.Including processes concerning :- Service Management Office (incidents, requests, ...)- Project Management Office (Projects, Industrializations, Changes, ...)- Callback unsatisfied users for detailed analysis, problem solving and the creation of service improvement- Quality control by Dual listening, provide analysisOperational Follow up of the Onsite support team , DILACO, for Engie- Management of Onsite Interventions performed by the Supplier DILACO concerning Incidents and Requests- SLA Reporting- SLA Follow up Show less

  • Operational Relay for ENGIE at Econocom

    Dec 2018 - now

  • TeamCoordinator IT service desk ENGIE Electrabel

    Jan 2017 - Dec 2018

  • Relay Quality support: IT Service Desk ENGIE Electrabel

    Jun 2016 - Dec 2016

  • First line support: IT Service Desk ENGIE Electrabel

    Jan 2016 - Jun 2016
• 

  ENGIE IT

  Jan 2020 - now

  Customer Delivery Manager