{"id":76381,"date":"2021-03-17T18:45:18","date_gmt":"2021-03-17T18:45:18","guid":{"rendered":"https:\/\/onedesk.com\/file-dattente-de-support-de-support-de-base\/"},"modified":"2021-03-17T18:45:22","modified_gmt":"2021-03-17T18:45:22","slug":"file-dattente-de-support-de-support-de-base","status":"publish","type":"post","link":"https:\/\/onedesk.com\/fr\/file-dattente-de-support-de-support-de-base\/","title":{"rendered":"Les bases d&#8217;une file d&#8217;attente de support Helpdesk"},"content":{"rendered":"<h2 style=\"text-align: justify;\">Les bases d&#8217;une file d&#8217;attente de support Helpdesk<\/h2>\n<p style=\"text-align: justify;\">Une file d&#8217;attente de support Helpdesk emp\u00eache le responsable du helpdesk et les techniciens de se sentir comme si tout devait \u00eatre r\u00e9gl\u00e9 en m\u00eame temps. Cela les emp\u00eache de courir en essayant de tout r\u00e9gler et de ne rien aborder.<\/p>\n<p style=\"text-align: justify;\">Une file d&#8217;attente de support technique doit prendre en charge un ensemble de donn\u00e9es permettant au technicien du support technique d&#8217;effectuer le triage. Autrement dit, il devrait permettre au responsable du support technique de prendre un probl\u00e8me lorsqu&#8217;il survient et de lui donner un classement en fonction de la gravit\u00e9 du probl\u00e8me. Habituellement, c&#8217;est quelque chose de g\u00e9n\u00e9rique comme &#8220;Low Level&#8221;, &#8220;High Level&#8221; et &#8220;Critical&#8221;. Et comme on s&#8217;attend \u00e0 ce que les probl\u00e8mes critiques soient trait\u00e9s en premier et que le niveau bas soit pris en charge en dernier, le logiciel de support technique ou un technicien exp\u00e9riment\u00e9 d\u00e9termine le niveau du probl\u00e8me.<\/p>\n<p style=\"text-align: justify;\">De toute \u00e9vidence, les probl\u00e8mes critiques seront trait\u00e9s en premier. Mais m\u00eame dans les listes de niveaux, certains tickets sont plus prioritaires que d&#8217;autres.<\/p>\n<h3 style=\"text-align: justify;\">Le triage est la premi\u00e8re \u00e9tape vers une meilleure file d&#8217;attente de support technique<\/h3>\n<p style=\"text-align: justify;\">Il doit \u00eatre clair que toutes les questions de haut niveau n\u2019ont pas la m\u00eame importance. Le r\u00e9tablissement de la connexion d&#8217;une personne au r\u00e9seau du bureau et l&#8217;acc\u00e8s \u00e0 Internet peuvent \u00eatre d&#8217;une priorit\u00e9 plus \u00e9lev\u00e9e qu&#8217;une imprimante inop\u00e9rante. Mais si l&#8217;imprimante d\u00e9fectueuse est la seule disponible pour l&#8217;ensemble du personnel, la restauration de l&#8217;imprimante peut \u00eatre prioritaire. Mais comment l&#8217;un des techniciens pourrait-il savoir quelle est la plus grande priorit\u00e9? Comment \u00e9viteraient-ils de perdre la trace des probl\u00e8mes critiques plut\u00f4t que de faible niveau? Le syst\u00e8me d&#8217;assistance doit capturer ces informations.<\/p>\n<p style=\"text-align: justify;\">Une fois qu&#8217;un probl\u00e8me est analys\u00e9, vous devez l&#8217;attribuer. Vous ne voudrez peut-\u00eatre pas que Joe Newbie r\u00e9solve un probl\u00e8me critique. Le ticket doit \u00eatre attribu\u00e9 \u00e0 la personne la mieux qualifi\u00e9e pour le corriger. Cette affectation est g\u00e9n\u00e9ralement effectu\u00e9e par le responsable du helpdesk, une personne qui conna\u00eet les capacit\u00e9s et les atouts de chacun des techniciens.<\/p>\n<h3 style=\"text-align: justify;\">La priorisation est essentielle pour ex\u00e9cuter et traiter correctement les \u00e9l\u00e9ments tri\u00e9s<\/h3>\n<p style=\"text-align: justify;\">Le gestionnaire doit \u00eatre en mesure de voir la charge de travail de chacun des techniciens et d&#8217;utiliser ces informations pour \u00e9quilibrer la charge de travail et maximiser le flux de travail global.<\/p>\n<p style=\"text-align: justify;\">Le logiciel utile doit aider le gestionnaire et les techniciens \u00e0 effectuer le triage &#8211; en identifiant les probl\u00e8mes les plus graves aux moins graves (politique incluse). Il doit permettre de hi\u00e9rarchiser les enjeux. La mani\u00e8re dont la hi\u00e9rarchisation est effectu\u00e9e d\u00e9pend de l&#8217;utilisateur du syst\u00e8me d&#8217;assistance. Il doit \u00eatre en mesure de prendre en charge l&#8217;attribution des probl\u00e8mes \u00e0 une personne sp\u00e9cifique et de suivre l&#8217;ensemble des affectations \u00e0 la personne. Le probl\u00e8me doit-il \u00eatre \u00e9lev\u00e9 \u00e0 un autre niveau? Le syst\u00e8me d&#8217;assistance doit \u00e9galement \u00eatre en mesure de capturer et d&#8217;afficher ces informations.<\/p>\n<h3 style=\"text-align: justify;\">OneDesk r\u00e9pond compl\u00e8tement \u00e0 ces besoins<\/h3>\n<p style=\"text-align: justify;\">Le syst\u00e8me vous permet non seulement d&#8217;identifier un classement global pour un probl\u00e8me, mais il vous permet \u00e9galement d&#8217;\u00e9tablir des priorit\u00e9s dans le cadre du tri. L&#8217;analyse est effectu\u00e9e par l&#8217;utilisateur du syst\u00e8me et affect\u00e9e \u00e0 la cr\u00e9ation du ticket. Le responsable peut alors attribuer le ticket \u00e0 un technicien sp\u00e9cifique. L&#8217;\u00e9l\u00e9vation est effectu\u00e9e par le responsable du support technique et les informations sont captur\u00e9es par le syst\u00e8me.<\/p>\n<p style=\"text-align: justify;\"><span style=\"font-size: 10pt;\"><em>Cr\u00e9dit photo: &#8220;Kettle Setup 2215&#8221; \/ mliu92 \/<a href=\"https:\/\/creativecommons.org\/licenses\/by-sa\/2.0\/legalcode\"> CC BY<\/a><\/em><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les bases d&#8217;une file d&#8217;attente de support Helpdesk Une file d&#8217;attente de support Helpdesk emp\u00eache le responsable du helpdesk et les techniciens de se sentir comme si tout devait \u00eatre r\u00e9gl\u00e9 en m\u00eame temps. Cela les emp\u00eache de courir en essayant de tout r\u00e9gler et de ne rien aborder. Une file d&#8217;attente de support technique [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":59032,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"tpgb_global_settings":"","_crdt_document":"","inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[9427],"tags":[],"class_list":["post-76381","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-6-helpdesk-lab"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Les bases d&#039;une file d&#039;attente de support Helpdesk | Logiciel d&#039;assistance OneDesk<\/title>\n<meta name=\"description\" content=\"OneDesk peut prendre en charge le fonctionnement de votre service d&#039;assistance avec une capacit\u00e9 de mise en file d&#039;attente. 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