{"id":12620,"date":"2023-06-21T14:26:42","date_gmt":"2023-06-21T14:26:42","guid":{"rendered":"https:\/\/www.cistec.com\/service_desk_angebot\/"},"modified":"2024-03-22T17:05:45","modified_gmt":"2024-03-22T17:05:45","slug":"service_desk_mission","status":"publish","type":"post","link":"https:\/\/www.cistec.com\/fr\/service_desk_mission\/","title":{"rendered":"Service Desk & Application Management: identit\u00e9 et missions"},"content":{"rendered":"\t\t
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Depuis sa cr\u00e9ation, CISTEC s\u2019engage \u00e0 offrir un niveau de qualit\u00e9 \u00e9lev\u00e9, \u00e0 faire preuve de professionnalisme et \u00e0 satisfaire sa client\u00e8le. Premier interlocuteur des clients KISIM, notre \u00e9quipe \u00abService Desk & Application Management\u00bb contribue largement \u00e0 la r\u00e9alisations de nos objectifs.<\/p>


<\/strong>Le concept de support<\/em><\/strong><\/p>

CISTEC accorde une grande importance \u00e0 la transmission du savoir-faire vers les responsables d\u2019application (APV) et les super-utilisateurs chez nos clients. Ce partage de connaissances s\u2019effectue d\u2019une part dans le cadre du suivi des projets lors de la mise en place de KISIM et d\u2019autre part durant les formations destin\u00e9es aux responsables d\u2019application et aux super-utilisateurs. Cela permet de d\u00e9velopper le savoir-faire interne de KISIM n\u00e9cessaire au support de premier niveau (help desk client) et au support de deuxi\u00e8me niveau (responsables d\u2019application et super-utilisateurs) sur place chez les clients. Par cons\u00e9quent, les clients sont capables d\u2019exploiter et d\u2019entretenir KISIM sans l\u2019intervention de CISTEC.<\/p>

\u00a0<\/em><\/strong><\/p>

Service Desk & Application Management<\/em><\/strong><\/p>

Notre \u00e9quipe \u00abService Desk & Application Management\u00bb assure le support de troisi\u00e8me niveau dans son int\u00e9gralit\u00e9 pour les clients KISIM et permet ainsi de garantir la qualit\u00e9 de service \u00e9lev\u00e9e propre \u00e0 CISTEC. Rien qu\u2019en 2022, l\u2019\u00e9quipe a class\u00e9, hi\u00e9rarchis\u00e9 et attribu\u00e9 plus de 10\u00a0000\u00a0tickets aux \u00e9quipes concern\u00e9es, tout en traitant et cl\u00f4turant plus de 2\u00a0500\u00a0tickets.<\/p>

\"\"<\/p>

L\u2019\u00e9quipe du Service Desk & Application Management est compos\u00e9e de sp\u00e9cialistes exp\u00e9riment\u00e9s et comp\u00e9tents dans le domaine des applications de sant\u00e9 en ligne. Ils occupent diverses fonctions (d\u00e9veloppeurs, gestionnaires d\u2019application, sp\u00e9cialistes support et testing) toutes ax\u00e9es sur un haut niveau de satisfaction client. Ils sont sp\u00e9cialis\u00e9s dans certains composants et modules KISIM.<\/p>

L\u2019\u00e9quipe fait partie du service \u00abD\u00e9veloppement clients\u00bb et fait office d\u2019interface avec tous les autres services CISTEC (d\u00e9veloppement des normes, d\u00e9veloppement de l\u2019entreprise, gestion de produit, services et gestion de la client\u00e8le). Les membres de l\u2019\u00e9quipe travaillent chaque jour en \u00e9troite collaboration avec les diff\u00e9rents services et veillent \u00e0 ce que les demandes des clients soient trait\u00e9es le plus rapidement possible.<\/p>

Les processus<\/em><\/strong><\/p>

Afin de garantir un niveau de qualit\u00e9 et de service optimal, nous suivons des processus clairement d\u00e9finis et certifi\u00e9s selon la norme EN\u00a0ISO\u00a013485:2016.<\/p>

Les processus de traitement des tickets clients varient en fonction du type de ticket. Le processus pour un changement se pr\u00e9sente de la fa\u00e7on suivante:<\/p>

\"\"<\/p>

Portail clients CISTEC:<\/em><\/strong><\/p>

Notre portail client en ligne permet aux clients KISIM d\u2019ouvrir des tickets et de les suivre. CISTEC propose aux clients un acc\u00e8s direct \u00e0 l\u2019ensemble de leurs demandes d\u2019assistance et de leurs commandes 24h\/24 et 7j\/7, ce qui leur permet de conserver une vue d\u2019ensemble sur les demandes et leurs statuts. Les \u00e9changes avec les clients concernant un ticket s\u2019effectuent sur le portail clients. Toute modification fait l\u2019objet d\u2019une notification par e-mail.<\/p>

\"\"<\/p>

\"\"<\/p>

Nous esp\u00e9rons avoir pu vous donner une petite id\u00e9e des missions de notre \u00e9quipe. Nous nous r\u00e9jouissons de pouvoir \u00e0 l\u2019avenir accompagner pleinement nos clients.<\/p>

Exp\u00e9diteur: <\/strong><\/p>

Avez-vous des commentaires ou des questions concernant cet article de blog? Envoyez-nous un email \u00e0\u00a0<\/em>info@cistec.com<\/em><\/a>, nous nous r\u00e9jouissons de vous lire.<\/em><\/p>

Auteur du blog: Samy Hamed, chef d\u2019\u00e9quipe Service Desk & Application Management<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Depuis sa cr\u00e9ation, CISTEC s\u2019engage \u00e0 offrir un niveau de qualit\u00e9 \u00e9lev\u00e9, \u00e0 faire preuve de professionnalisme et \u00e0 satisfaire sa client\u00e8le. Premier interlocuteur des clients KISIM, notre \u00e9quipe \u00abService Desk & Application Management\u00bb contribue largement \u00e0 la r\u00e9alisations de nos objectifs. Le concept de support CISTEC accorde une grande importance \u00e0 la transmission du […]<\/p>\n","protected":false},"author":8,"featured_media":10848,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[634],"tags":[301,771,663],"class_list":["post-12620","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-fr","tag-cistec-fr","tag-help-fr","tag-service_desk-fr"],"acf":[],"yoast_head":"\nService Desk & Application Management: identit\u00e9 et missions - CISTEC<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cistec.com\/fr\/service_desk_mission\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Desk & Application Management: identit\u00e9 et missions - CISTEC\" \/>\n<meta property=\"og:description\" content=\"Depuis sa cr\u00e9ation, CISTEC s\u2019engage \u00e0 offrir un niveau de qualit\u00e9 \u00e9lev\u00e9, \u00e0 faire preuve de professionnalisme et \u00e0 satisfaire sa client\u00e8le. 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