FCC has a Global Service Desk service for both incidents and requests for IT Services: FCC Service Desk. This is a 24x7, multi-language (Spanish, English, French and Czech) user service desk, which you can contact to report incidents and make queries, requests and requests for the catalogue of IT services or complaints related to the company's information systems (e-mail, Internet browsing, access to the ONE Intranet, SAP, password management, etc.).

Access to the portal: Access to Service Now

Important: Service Desk portal must be the preferred way for users to make new requests or open incidents.

From the Service Now self-service portal the user can open incidents and service requests:

• Incident: Report a problem related to an existing application or service that has stopped working, does not provide all the functionality associated with the service, etc.
• Request (catalogue order): Request a new service, or add functions to an existing service.

In the following link you will find a document with all the contact telephone numbers. It is important to note that if the call is made from a landline in Madrid, use the number 91 901 94 99; this will save costs for the company.

Service Now – FCC Service Now Service Portal User Guide

In this space you will find key information for the management of your computer equipment. Remember, whenever you have a problem with your computer, we suggest that you file an incident with the Service Desk to assess the improvement or replacement of the equipment.

Requests for computer equipment, both for new users at FCC and replacement requests justified by age or problems with the current equipment, must be made through the Inventory application: 

Corporate: Claudio Escudero Gómez  - cescudero@fcc.es

FCC Construction: Alberto Lapeña Tarancón - alapenat@fcc.es

Environment:

FCC Ámbito: Juan Carlos Rubio - jcrubiom@fcc.es

FCC Aqualia:

Cementos: Victor Llansó - victor.llanso@gcpv.com

Environment CEE: Wolfgang Bitomsky - wolfgang.bitomsky@fcc-group.eu

Environment UK: Paul Medcalf - paul.medcalf@fccenvironment.co.uk

TI-Cathaloge-Equipment-Lenovo

TI-Cathaloge-Equipment-HP

1.   Procedimiento para impresión de documentos:

 > Para Sedes Centrales

Para los usuarios que trabajan en las sedes principales de FCC (Las Tablas, Federico Salmón, Paseo de la Castellana y Balmes), existe un Servicio Gestionado de Impresión, soportado por impresoras Ricoh ubicadas en zonas comunes de estos edificios (ver en apartado Documentación de interés)

•    Todos los usuarios deben tener acceso al sistema de impresión por defecto. Si por algún motivo no tienes acceso o requieres impresión a color, acceda a la petición correspondiente del catálogo en portal ServiceNow: Nuevo Servicio Gestionado de Impresión para un usuario.

•     Una vez dado de alta en el servicio, para autenticarse en las impresoras y recoger los trabajos impresos, el usuario deberá autenticarse con su contraseña de Windows y generarse un PIN, o asociarse una tarjeta siguiendo las instrucciones que se indican en la siguiente guía.

Este modelo de sistema centralizado garantiza la confidencialidad de los documentos impresos al establecerse como estándar la modalidad de impresión con identificación presencial. 

> Resto de Sedes en España

Para los usuarios del resto de sedes de FCC, las peticiones de impresoras y equipos multifunción deben realizarse a través de la aplicación ServiceNow. El proveedor de impresión atenderá estas solicitudes en base al acuerdo que ha firmado con FCC.

Estas peticiones deben ser registradas en la herramienta de ServiceNow, por una persona autorizada. Cada Unidad de Negocio ha delegado esta función en una lista de personas en función de la Zona/Delegación/País donde trabaje el responsable del nuevo equipo. En caso de dudas los usuarios deben dirigirse al responsable de IT de su negocio.

Existe un catálogo donde se detallan las características de los diferentes tipos de impresoras que pueden ser solicitadas en función de las necesidades de la sede donde trabaja el usuario: PC-LT-WS Catalogue

En caso de no estar dado de alta en el servicio,  acceda a la petición correspondiente del catálogo en portal Service Now: Nuevo Servicio Gestionado de Impresión para un usuario.

Para poder utilizar este servicio, es necesario que descargues e instales los drivers que encontrarás en el siguiente enlace: drivers.

Las impresoras se encontrarán bloqueadas, por lo que deberá utilizarse un código PIN o la tarjeta de empleado para para recuperar el trabajo. Para conocer cómo obtener el código Pin o cómo acceder mediante tarjeta de empleado consulta la siguiente guía: Acceso a la impresión en equipos multifunción.

La gestión de incidencias seguirá realizándose a través del servicio Service Desk.

Corporativo: Claudio Escudero Gómez  - cescudero@fcc.es

FCC Construcción: Alberto Lapeña Tarancón - alapenat@fcc.es

Medioambiente:

Nacional: José Luis López Bustamante  - jllbusta@fcc.es

FCC Ámbito: Juan Carlos Rubio - jcrubiom@fcc.es

FCC Aqualia:

Servicios centrales: Cristina Pascual - cpascualm@fcc.es

Cementos: Victor Llansó - victor.llanso@gcpv.com

Environment CEE: Wolfgang Bitomsky - wolfgang.bitomsky@fcc-group.eu

Environment UK: Paul Medcalf - paul.medcalf@fccenvironment.co.uk

Manual de usuario

Guía Rápida

Catálogo de impresoras

Petición de consumibles

Federico Salmón, 13

Paseo de la Castellana 216 Planta 16

Camino de Santiago, 40

Balmes, 36

From the FCC Group we want you to have all the necessary tools to be able to carry out your work in the most comfortable and efficient way. If you need any computer application, you can request it and even download it yourself.

To install any application on your corporate equipment, you can use the Company Portal.

You can access the Company Portal through your desktop by selecting the corresponding icon, or look for it in the search engine on your computer's start bar, located on the bottom left bar of your desktop (see section Relevant Documentation).

If you cannot find the corresponding installation package in the Company Portal, you will have to request it through one of these two requests:

Access and Use of the Company Portal

If you need to request a landline or mobile phone, you should contact the person in charge at your workplace, branch or business.

If you are travelling abroad and need a mobile phone while travelling, you should contact the person in charge at your work centre, branch office or business to register for the roaming service.

If you are one of the authorised persons and you want to request a phone or change the assigned usage profile, you will have to make the requests related to mobile telephony (roaming, change of usage profile...) through ServiceNow. If the request is urgent and you do not have access to the application, depending on your service provider, you can call from your company mobile phone to:

Vodafone: Inplant contact phone number - 627935800

Movistar: Contact phone number - 1489

To make a request for a landline telephone you mut send an email to ogct@fcc.es.

In case of an incident with the landline, you have to contact ServiceDesk FCC. 

If the incident is related to mobile telephony, you can call the Movistar (1489) or Vodafone (627935800) helpline. If your incident is not resolved, or if it requires a change of tariff, profile, roaming, ... you can call your authorised interlocutor. 

Corporativo: Ana Jiménez Sánchez  - ajimenezsanchez@fcc.es

FCC Construcción: José Monzón Useros jmonzonu@fcc.es

Medioambiente:

Jesús Barbero Gómez jbarberog@fcc.es

José Luis López Bustamante  jllbusta@fcc.es

FCC Aqualia: Cristina Pascual de Monroy cpascualm@fcc.es

Cementos: Alfredo Ortega Rodríguez alfredo.ortega@gcpv.com

Wireless access to the network and/or Internet in FCC buildings and sites integrated in the FCC platform.

This service is only available in a limited number of buildings, where the following networks are accessible:

1.    In the case of external guests, it requires temporary credentials that must be requested by an FCC user     through: https://sponsorwifi.fcc.intfcc.local/.
2.       For FCC users, it allows connection on mobile phones using the usual credentials: username and password. 

Other WiFi connections may be available. You should contact your business IT staff for their use.

Here are some suggestions:

•   I have a guest and I want to provide him with WiFi Internet access. As a sponsor, in order for the guest user to be able to temporarily access the guest network with their equipment, the FCC user must request an FCC user through https://sponsorwifi.fcc.intfcc.local/.  Once this step is completed, the guest must connect to the Guests network and log in to the guest portal with the username and password that they will receive by email.

•  Can I connect my laptop or other device to the Guests network? This network is intended to provide Internet access, of limited duration, to non-FCC personnel. With your FCC laptop, the "Corp" network is appropriate.

•  Can I connect my mobile phone to the Mov_Corp network? No. This WiFi network is only for use with previously registered corporate mobile devices (no further registrations are allowed).

If you have any problems with the service, we suggest that you file an incident in Service Desk

WIFI Service guest - "Guests".

The VPN Global Protect service allows any user to have connectivity to the FCC network from a laptop through an Internet connection, regardless of what it is (Internet connection at home, in a hotel, airport, shared Internet connection on a mobile phone, etc.), allowing access to the same services/applications that are available from any office with a direct connection to FCC.

All laptops delivered by FCC include this service by default and without having to request it. However, this service can be requested by an FCC manager for collaborators of third party companies and external personnel, if necessary:

•   VPN service registration requests must be managed from the Service Desk request cathalogue.

•   In the case of external personnel, the services to which the user will have access via the VPN connection must be identified. In the event that access to new resources is required, the person in charge must request it through this catalogue request.

EN_FCC - VPN Guide for External users

FCC's e-mail platform, Microsoft Outlook, allows access from various channels, and it is not necessary to be connected to the corporate network to use the service.

The channels offered to connect to the e-mail platform are as follows:

•   Outlook Client: your workplace mail application. 

•   OWA (Outlook Web Access):  accesing via OWA allows access to e-mail from the Internet through a browser, which provides great flexibility. To access OWA outside the corporate network, the platform will ask you for MFA (see manual in the section Relevant Documents).

•   Outlook App: is an application available in the different stores, which allows you to access and synchronise your e-mail from a corporate mobile device (Smartphone). In order to access this service, you must have MFA and Intune configured on your mobile device (see manuals in the section Relevant Documents).

Among the different services offered, we can highlight:

•   Shared Mailboxes: Allows you to dedicate a mailbox for the tasks associated with a department. The mailbox will have an email address assigned to it, as well as the list of people who have read and/or write permissions on the mailbox (the mailbox will appear as additional to the personal mailbox). Useful for sending notifications from a generic address.

•  Distribution Lists: It allows you to have a generic email address, and the emails addressed to this address are received by all the components of the list.

•  There must always be one person at FCC who is responsible for both the management of the shared mailbox and the distribution list.

The main catalogue requests you can use for this service are:

•   Shared Mailbox

o  Create departmental (shared/generic) mailbox or get/remove access to an existing departmental mailbox.

•   Distribution Lists

o  Create list or add user to an existing list.

o  Modify distribution list.

Multifactor Authentication (MFA).

Intune:

The Microsoft RDS service allows remote access to predefined applications/utilities (SAP, Change of passwords, Intranet, etc.), both from the FCC network and from outside the network, from any computer. By simply accessing a web page, we can use applications previously loaded in Microsoft RDS.

From the Microsoft RDS portal, therefore, you can access FCC applications as if you were on your own internal network, with secure access, and without the need to install any software locally. Access to Microsoft RDS from the Internet includes an additional check of the user's identity based on MFA (Multi-Factor Authentication, see guide in the section Relevant Documentation).

• Access from FCC Corporate Network 
• Access from outside the FCC Network (Multi-Factor Authentication (MFA) must be installed)

Use the following request catalogue options in the Service Desk portal whenever needed:

•        RDS: Allow or Deny access to clipboard in an RDS connection from the INTERNET. 
•        RDS: Allow or Deny access to the PC's local disk from a connection to RDS over the INTERNET.  
•        RDS: Get/Remove access to a RDS Application. 

Microsoft RDS (Remote Desktop Services) User Manual

Multi-factor authentication (MFA) installation guide

• Information Security Incident (phishing or spam emails, virus or malware, theft of credentials, personal or confidential data): Urgently open an incident through ServiceDesk (Service Now - User Portal) - Regarding the loss of personal data there are only 72 hours to notify authorities. For any questions, please contact the Data Protection Coordinators protecciondedatos@fcc.es. If there has been theft or loss of computer equipment, do not forget to report it also through the corresponding form. 
• IT (Technology) related incident: Contact ServiceDesk (Service Now - User Portal) through the User Portal for any IT related incident (equipment, devices, applications, accounts...).
• Incidents involving company vehicles: Deal directly with the insurance company of the vehicles, following the instructions of the Insurance Department.
• Incident (material/personal damage): Notify the Insurance Department by means of the Incident Communication Form (affects facilities or projects in Spain, whether or not they are covered by insurance, regardless of the deductible).
• Security Incident (theft, vandalism, threats, etc.): Communicate to the Corporate Security Department using the Incident Communication Form (for events affecting people or company assets, in Spain or abroad).
• Follow-up or extension of a claim (status or reimbursement): Send additional information by e-mail to reclamacionesseguros@fcc.es, indicating the claim reference number.

* For more information access to: Incident Report – FCC, Data Protection and European Regulation – FCC and Classification of information security incidents