{"id":1718,"date":"2025-02-07T11:01:00","date_gmt":"2025-02-07T10:01:00","guid":{"rendered":"https:\/\/mendesyohann.freeboxos.fr\/?page_id=1718"},"modified":"2025-02-15T15:18:07","modified_gmt":"2025-02-15T14:18:07","slug":"competences-e-teal","status":"publish","type":"page","link":"https:\/\/mendesyohann.freeboxos.fr\/?page_id=1718","title":{"rendered":"Gestion de Ticket"},"content":{"rendered":"\n<div class=\"wp-block-uagb-container uagb-block-cdd12686 alignfull uagb-is-root-container\"><div class=\"uagb-container-inner-blocks-wrap\">\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-uagb-container uagb-block-97d250d0 alignfull uagb-is-root-container\"><div class=\"uagb-container-inner-blocks-wrap\">\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-uagb-container uagb-block-74bd2a8e alignfull uagb-is-root-container\"><div class=\"uagb-container-inner-blocks-wrap\">\n<h2 class=\"wp-block-heading has-text-align-center\">Mes Comp\u00e9tences Gestion de Ticket<\/h2>\n\n\n\n<div class=\"wp-block-uagb-container uagb-block-e479793b\">\n<h2 class=\"wp-block-heading has-text-align-center\">Gestion des actifs du parc informatique<\/h2>\n\n\n\n<p class=\"has-text-align-left wp-block-paragraph\">-Ma\u00eetrise de l\u2019inventaire automatis\u00e9 des \u00e9quipements via <strong>FusionInventory<\/strong>.<br>-Organisation et suivi des mat\u00e9riels, logiciels et licences<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-uagb-container uagb-block-66a69353\">\n<h2 class=\"wp-block-heading has-text-align-center\"><br>Support et gestion des tickets<\/h2>\n\n\n\n<p class=\"has-text-align-left wp-block-paragraph\">-Cr\u00e9ation et gestion des tickets d\u2019incidents et demandes de services.<br>-Utilisation des validation et d\u2019escalade pour optimiser le traitement des demandes.<br>-Analyse du ticket et Assignation <br>-R\u00e9solution des tickets<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-uagb-container uagb-block-c1601a2d\">\n<h2 class=\"wp-block-heading\">Administration et gestion des utilisateurs<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">-Gestion centralis\u00e9e des utilisateurs via l\u2019authentification <strong>LDAPS\/Active Directory<\/strong>.<br>-Attribution des r\u00f4les et permissions selon les profils d\u2019utilisation.<\/p>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-uagb-container uagb-block-249d3780 alignfull uagb-is-root-container\"><div class=\"uagb-container-inner-blocks-wrap\">\n<h2 class=\"wp-block-heading has-text-align-center\">Pr\u00e9sentation de notre Outil SIL (GLPI)<\/h2>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>SIL (Support Informatique Longjumeau)<\/strong> est une solution de gestion de tickets bas\u00e9e sur GLPI, con\u00e7ue pour faciliter la gestion des demandes et incidents informatiques au sein de Longjumeau. Ce logiciel permet de centraliser les requ\u00eates utilisateurs, d&rsquo;assurer un suivi efficace des probl\u00e8mes techniques, et d&rsquo;optimiser les interventions des \u00e9quipes de support. SIL assure une prise en charge rapide et professionnelle des besoins techniques des utilisateurs. Il est une solution cl\u00e9 pour am\u00e9liorer la r\u00e9activit\u00e9 et la qualit\u00e9 du support informatique \u00e0 Longjumeau.<\/p>\n<\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile\" style=\"grid-template-columns:48% auto\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"536\" src=\"https:\/\/mendesyohann.freeboxos.fr\/wp-content\/uploads\/2025\/02\/image002-2-1024x536.png\" alt=\"\" class=\"wp-image-1749 size-full\" srcset=\"https:\/\/mendesyohann.freeboxos.fr\/wp-content\/uploads\/2025\/02\/image002-2-1024x536.png 1024w, https:\/\/mendesyohann.freeboxos.fr\/wp-content\/uploads\/2025\/02\/image002-2-300x157.png 300w, https:\/\/mendesyohann.freeboxos.fr\/wp-content\/uploads\/2025\/02\/image002-2-768x402.png 768w, https:\/\/mendesyohann.freeboxos.fr\/wp-content\/uploads\/2025\/02\/image002-2.png 1211w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><div class=\"wp-block-media-text__content\">\n<h2 class=\"wp-block-heading has-text-align-center\"><strong>Pr\u00e9sentation de l\u2019interface<\/strong> d&rsquo;un Ticket<\/h2>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Chaque demande d\u2019assistance est enregistr\u00e9e sous forme de <strong>ticket<\/strong> avec un identifiant unique.<\/p>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Les tickets contiennent des informations d\u00e9taill\u00e9es comme la <strong>cat\u00e9gorie<\/strong>, l\u2019<strong>urgence<\/strong>, l\u2019<strong>impact<\/strong>, et le <strong>lieu<\/strong> concern\u00e9.<\/p>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">Les informations du ticket sont fournies par l&rsquo;utilisateur au moment de la soumission de la demande<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-uagb-container uagb-block-2b30f709 alignfull uagb-is-root-container\"><div class=\"uagb-container-inner-blocks-wrap\">\n<h2 class=\"wp-block-heading has-text-align-center\">Cycle de vie d&rsquo;un Ticket<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-media-text is-stacked-on-mobile\" style=\"grid-template-columns:53% auto\"><figure class=\"wp-block-media-text__media\"><img loading=\"lazy\" decoding=\"async\" width=\"505\" height=\"1024\" src=\"https:\/\/mendesyohann.freeboxos.fr\/wp-content\/uploads\/2025\/02\/Capture-decran-SIL-2025-02-12-183640-505x1024.png\" alt=\"\" class=\"wp-image-1788 size-full\" srcset=\"https:\/\/mendesyohann.freeboxos.fr\/wp-content\/uploads\/2025\/02\/Capture-decran-SIL-2025-02-12-183640-505x1024.png 505w, https:\/\/mendesyohann.freeboxos.fr\/wp-content\/uploads\/2025\/02\/Capture-decran-SIL-2025-02-12-183640-148x300.png 148w, https:\/\/mendesyohann.freeboxos.fr\/wp-content\/uploads\/2025\/02\/Capture-decran-SIL-2025-02-12-183640.png 567w\" sizes=\"auto, (max-width: 505px) 100vw, 505px\" \/><\/figure><div class=\"wp-block-media-text__content\">\n<h3 class=\"wp-block-heading\">\ud83d\udccc <strong>1. D\u00e9tection du probl\u00e8me par l\u2019utilisateur<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019utilisateur rencontre un probl\u00e8me informatique (ex. panne de logiciel, probl\u00e8me r\u00e9seau, mat\u00e9riel d\u00e9fectueux ect&#8230;). il initie une demande d\u2019assistance.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83d\udcdd <strong>2. Cr\u00e9ation du ticket<\/strong> <\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Si l\u2019utilisateur <strong>a acc\u00e8s \u00e0 son poste et au portail GLPI<\/strong>, il cr\u00e9e lui-m\u00eame un <strong>ticket via l\u2019interface<\/strong> en d\u00e9crivant son probl\u00e8me.<\/li>\n\n\n\n<li>Si l\u2019utilisateur <strong>ne peut pas acc\u00e9der \u00e0 GLPI<\/strong> (ex. probl\u00e8me d\u2019authentification, panne de poste), il contacte le support par <strong>\ud83d\udce7 mail<\/strong> ou <strong>\ud83d\udcde appel t\u00e9l\u00e9phonique<\/strong> \u00e0 la DSI.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Si le ticket a \u00e9t\u00e9 cr\u00e9\u00e9 par l\u2019utilisateur, il est directement visible par le support.<br>Si la demande a \u00e9t\u00e9 faite par <strong>mail ou t\u00e9l\u00e9phone<\/strong>, un agent du support informatique cr\u00e9e le ticket \u00e0 sa place dans GLPI.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83c\udfaf <strong>3. Affectation du ticket \u00e0 un technicien<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Dans un d\u00e9lai de <strong>4 heures ouvr\u00e9es<\/strong>, un technicien <strong>prend en charge<\/strong> le ticket et s\u2019en affecte la responsabilit\u00e9. Il devient alors charg\u00e9 du traitement de l\u2019incident et de sa r\u00e9solution.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83d\udd0d <strong>4. Analyse et diagnostic du probl\u00e8me<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Le technicien <strong>analyse le probl\u00e8me<\/strong> en d\u00e9tail \u00e0 partir des informations fournies afin d\u2019identifier l\u2019origine de l\u2019incident et d\u2019apporter une solution adapt\u00e9e.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u2753 <strong>5. Demande d\u2019informations compl\u00e9mentaires (si n\u00e9cessaire)<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Si le ticket manque d\u2019informations, le technicien <strong>contacte l\u2019utilisateur<\/strong> pour obtenir des pr\u00e9cisions avant de proc\u00e9der \u00e0 la r\u00e9solution.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83d\udd27 <strong>6. Traitement et r\u00e9solution du probl\u00e8me<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Le technicien prend en charge le ticket et <strong>travaille activement \u00e0 apporter une solution<\/strong> en s\u2019appuyant sur son expertise et les ressources disponibles. Son intervention peut inclure :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Une <strong>assistance \u00e0 distance<\/strong> (ex. prise en main du poste).<\/li>\n\n\n\n<li>Une <strong>intervention sur site<\/strong>, si n\u00e9cessaire.<\/li>\n\n\n\n<li>Une <strong>analyse approfondie<\/strong> pour identifier la cause et appliquer une solution adapt\u00e9e.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Une fois le diagnostic pos\u00e9 et l\u2019action men\u00e9e, <strong>deux cas de figure sont possibles<\/strong> :<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2705 <strong>Probl\u00e8me r\u00e9solu<\/strong> \u2192 Le technicien valide la r\u00e9solution, documente l\u2019intervention et cl\u00f4ture le ticket.<br>\u274c <strong>Probl\u00e8me non r\u00e9solu<\/strong> \u2192 Si aucune solution n\u2019a pu \u00eatre trouv\u00e9e, le ticket est <strong>escalad\u00e9 \u00e0 un niveau sup\u00e9rieur<\/strong> pour une prise en charge avanc\u00e9e.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83d\udcdd <strong>7. Documentation du ticket<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Le technicien met \u00e0 jour le ticket en renseignant un <strong>suivi clair pour l\u2019utilisateur<\/strong>, afin de l\u2019informer du statut de \u00e7a demande et de la r\u00e9solution du probl\u00e8me.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En parall\u00e8le, il ajoute des <strong>d\u00e9tails techniques en interne<\/strong>, masqu\u00e9s pour l\u2019utilisateur, permettant de tracer pr\u00e9cis\u00e9ment les \u00e9tapes de diagnostic et d\u2019intervention. Cette documentation interne assure un meilleur suivi du service et facilite d\u2019\u00e9ventuelles interventions futures.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\ud83d\udd12 <strong>8. Solution du ticket<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Une fois le probl\u00e8me r\u00e9solu, le technicien <strong>solutionne le ticket<\/strong> en informant l\u2019utilisateur.<\/li>\n\n\n\n<li>Si l\u2019utilisateur rencontre toujours un probl\u00e8me, il a la possibilit\u00e9 de <strong>rouvrir le ticket<\/strong> pour une nouvelle prise en charge.<\/li>\n\n\n\n<li>Une <strong>enqu\u00eate de satisfaction<\/strong> est envoy\u00e9e afin d\u2019\u00e9valuer la qualit\u00e9 de l\u2019intervention et d\u2019am\u00e9liorer le service.<\/li>\n<\/ul>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Mes Comp\u00e9tences Gestion de Ticket Gestion des actifs du parc informatique -Ma\u00eetrise de l\u2019inventaire automatis\u00e9 des \u00e9quipements via FusionInventory.-Organisation et suivi des mat\u00e9riels, logiciels et licences Support et gestion des tickets -Cr\u00e9ation et gestion des tickets d\u2019incidents et demandes de services.-Utilisation des validation et d\u2019escalade pour optimiser le traitement des demandes.-Analyse du ticket et Assignation [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_uag_custom_page_level_css":"","site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","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":"disabled","ast-breadcrumbs-content":"disabled","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"enabled","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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demandes.-Analyse du ticket et Assignation\u2026","_links":{"self":[{"href":"https:\/\/mendesyohann.freeboxos.fr\/index.php?rest_route=\/wp\/v2\/pages\/1718","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mendesyohann.freeboxos.fr\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/mendesyohann.freeboxos.fr\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/mendesyohann.freeboxos.fr\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/mendesyohann.freeboxos.fr\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1718"}],"version-history":[{"count":19,"href":"https:\/\/mendesyohann.freeboxos.fr\/index.php?rest_route=\/wp\/v2\/pages\/1718\/revisions"}],"predecessor-version":[{"id":1852,"href":"https:\/\/mendesyohann.freeboxos.fr\/index.php?rest_route=\/wp\/v2\/pages\/1718\/revisions\/1852"}],"wp:attachment":[{"href":"https:\/\/mendesyohann.freeboxos.fr\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1718"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}