{"id":1094762,"date":"2026-07-06T14:32:45","date_gmt":"2026-07-06T12:32:45","guid":{"rendered":"https:\/\/www.interway.fr\/?page_id=1094762"},"modified":"2026-07-06T16:30:23","modified_gmt":"2026-07-06T14:30:23","slug":"services-manages-service-desk","status":"publish","type":"page","link":"https:\/\/www.interway.fr\/en\/services-manages-service-desk\/","title":{"rendered":"Services Manag\u00e9s &#8211; Service Desk"},"content":{"rendered":"<h1><strong><span style=\"color: #ffffff;\">Services Desk<\/span><\/strong><\/h1>\n<h1>\n<h2><strong>Service Desk\u00a0: une exp\u00e9rience support IT fluide, efficace et orient\u00e9e utilisateurs<\/strong><\/h2>\n<\/h1>\n<div>\n<p>Aujourd\u2019hui, l\u2019informatique est au c\u0153ur de toutes les activit\u00e9s de l\u2019entreprise et conditionne directement la performance des \u00e9quipes m\u00e9tiers. Le moindre dysfonctionnement peut avoir un impact direct sur la productivit\u00e9 des collaborateurs, la satisfaction des utilisateurs et la continuit\u00e9 des op\u00e9rations.<\/p>\n<p>Avec So\u2019One, la solution de services manag\u00e9s d\u2019Interway, le Service Desk devient un v\u00e9ritable levier de performance IT et m\u00e9tier. Nos \u00e9quipes assurent un support structur\u00e9, r\u00e9actif et \u00e9volutif, con\u00e7u pour r\u00e9pondre aux exigences op\u00e9rationnelles et aux usages m\u00e9tiers de nos clients.<\/p>\n<\/div>\n<h1>\n<h3><strong>Des \u00e9quipes expertes, proches de vos utilisateurs<\/strong><\/h3>\n<\/h1>\n<div>\n<p>Nos \u00e9quipes de Service Desk sont bas\u00e9es en France, sur nos sites de Belfort, Lille et Vitrolles. Elles disposent d\u2019une connaissance approfondie des environnements IT et des contraintes m\u00e9tiers, et assurent des supports de niveaux 1 et 2, adapt\u00e9s aux besoins sp\u00e9cifiques de chaque client.<\/p>\n<p>Nos prestations couvrent notamment :<\/p>\n<\/div>\n<ul>\n<li>\n<div>le support applicatif m\u00e9tier multicanal (t\u00e9l\u00e9phone, portail, outils clients),<\/div>\n<\/li>\n<li>\n<div>le support bureautique et poste de travail,<\/div>\n<\/li>\n<li>\n<div>le support de proximit\u00e9, en compl\u00e9ment du support \u00e0 distance lorsque n\u00e9cessaire.<\/div>\n<\/li>\n<\/ul>\n<h1>\n<h3><strong>Un point de contact unique pour un support simplifi\u00e9<\/strong><\/h3>\n<\/h1>\n<div>\n<p>Le Service Desk So\u2019One agit comme point de contact unique (SPOC) pour l\u2019ensemble des demandes IT :<\/p>\n<\/div>\n<ul>\n<li>\n<div>questions li\u00e9es aux outils de travail : poste de travail, p\u00e9riph\u00e9riques et applications,<\/div>\n<\/li>\n<li>\n<div>incidents techniques,<\/div>\n<\/li>\n<li>\n<div>assistance fonctionnelle sur les outils m\u00e9tiers,<\/div>\n<\/li>\n<li>\n<div>accompagnement \u00e0 l\u2019utilisation et formation.<\/div>\n<\/li>\n<\/ul>\n<div>\n<p>Nos<strong> 500<\/strong> techniciens informatiques, organis\u00e9s en \u00e9quipe d\u00e9di\u00e9e ou mutualis\u00e9e, assurent une prise en charge r\u00e9active et experte des sollicitations de vos collaborateurs et clients 24h\/24 et 7j\/7. Form\u00e9s \u00e0 vos environnements sp\u00e9cifiques, ils mobilisent des comp\u00e9tences techniques multiples et compl\u00e9mentaires pour qualifier les demandes, identifier rapidement les causes des incidents et assurer leur r\u00e9solution ou leur escalade vers le bon niveau d\u2019expertise.<\/p>\n<p>En confiant votre support utilisateurs \u00e0 So\u2019One, vous b\u00e9n\u00e9ficiez d\u2019un service fiable et structur\u00e9, tout en recentrant vos \u00e9quipes internes sur leur c\u0153ur de m\u00e9tier et en optimisant vos co\u00fbts IT.<\/p>\n<\/div>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/photo-1581093804475-577d72e38aa0-scaled.jpg\" alt=\"\"><br \/>\n<img decoding=\"async\" src=\"\/wp-content\/uploads\/Logo-Soone-500x500p-Couleurs-PNG.png\" alt=\"\"><\/p>\n<h1>\n<h2><strong>Nos objectifs strat\u00e9giques<\/strong><\/h2>\n<\/h1>\n<ul>\n<li>\n<div>Maximiser le taux de r\u00e9solution d\u00e8s le premier contact afin de limiter les interruptions d\u2019activit\u00e9<\/div>\n<\/li>\n<li>\n<div>Offrir une exp\u00e9rience utilisateur fluide, coh\u00e9rente et qualitative, quel que soit le canal utilis\u00e9<\/div>\n<\/li>\n<li>\n<div>Piloter la performance du support gr\u00e2ce \u00e0 un suivi pr\u00e9cis des tickets, des indicateurs et des plans d\u2019am\u00e9lioration continue, partag\u00e9s avec les \u00e9quipes IT et m\u00e9tiers<\/div>\n<\/li>\n<li>\n<div>Proposer un support sur mesure, align\u00e9 sur les enjeux m\u00e9tiers et les contraintes op\u00e9rationnelles de chaque organisation<\/div>\n<\/li>\n<\/ul>\n<p><p>\n        <a href=\"https:\/\/www.interway.fr\/contact\/\">Construisons ensemble votre Service Desk<\/a>\n    <\/p>\n<\/p>\n<h1>\n<h3><strong>Une m\u00e9thode structur\u00e9e, \u00e9volutive et co-construite<\/strong><\/h3>\n<\/h1>\n<div>\n<p>Chaque dispositif Service Desk est co-construit avec le client, afin de r\u00e9pondre pr\u00e9cis\u00e9ment \u00e0 ses enjeux m\u00e9tiers et op\u00e9rationnels.<\/p>\n<p>Notre approche repose sur :<\/p>\n<\/div>\n<ul>\n<li>\n<div>un accompagnement \u00e0 la transition,<\/div>\n<\/li>\n<li>\n<div>la reprise, la structuration et l\u2019enrichissement de la base de connaissances existante, pour en faire un v\u00e9ritable levier de performance,<\/div>\n<\/li>\n<li>\n<div>des pr\u00e9conisations personnalis\u00e9es,<\/div>\n<\/li>\n<li>\n<div>un mod\u00e8le de support flexible (mutualis\u00e9, d\u00e9di\u00e9 ou semi-d\u00e9l\u00e9gu\u00e9),<\/div>\n<\/li>\n<li>\n<div>une documentation partag\u00e9e, claire et op\u00e9rationnelle.<\/div>\n<\/li>\n<\/ul>\n<h1>\n<h3><strong>Une qualit\u00e9 de service mesur\u00e9e et pilot\u00e9e dans la dur\u00e9e<\/strong><\/h3>\n<\/h1>\n<div>\n<p>Pour notre support utilisateurs IT et notre centre de relation client, la qualit\u00e9 de service repose sur des dispositifs concrets et \u00e9prouv\u00e9s :<\/p>\n<\/div>\n<ul>\n<li>\n<div>contr\u00f4le qualit\u00e9 syst\u00e9matique des r\u00e9ponses (picking),<\/div>\n<\/li>\n<li>\n<div>points qualit\u00e9 hebdomadaires partag\u00e9s avec le client,<\/div>\n<\/li>\n<li>\n<div>une cellule interne Qualit\u00e9 &amp; M\u00e9thodes d\u00e9di\u00e9e \u00e0 la performance (formation, coaching, accompagnement terrain),<\/div>\n<\/li>\n<li>\n<div>un dispositif de valorisation des bonnes pratiques techniques et relationnelles.<\/div>\n<\/li>\n<\/ul>\n<div>\n<p>Lorsqu\u2019un \u00e9cart est d\u00e9tect\u00e9, nos \u00e9quipes d\u00e9clenchent un plan d\u2019actions structur\u00e9, suivi et analys\u00e9 en comit\u00e9 d\u2019am\u00e9lioration continue, afin de transformer chaque incident en opportunit\u00e9 de progr\u00e8s.<\/p>\n<p><strong>Gestion des connaissances\u00a0:\u00a0<\/strong>La performance de notre Service Desk s\u2019appuie sur une base de connaissances vivante et partag\u00e9e, qui acc\u00e9l\u00e8re les temps de traitement, uniformise les bonnes pratiques et soutient la mont\u00e9e en comp\u00e9tence continue des \u00e9quipes.<\/p>\n<p><strong>Gestion de flux intelligente\u00a0: <\/strong>Nos gestionnaires de flux pilotent en temps r\u00e9el l\u2019\u00e9quilibre entre le volume des sollicitations et les ressources disponibles, afin de garantir une qualit\u00e9 de traitement constante, y compris lors des pics d\u2019activit\u00e9.<\/p>\n<\/div>\n<h1>\n<h2><strong>Les b\u00e9n\u00e9fices cl\u00e9s pour votre organisation<\/strong><\/h2>\n<\/h1>\n<ul>\n<li>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/Une-experience-utilisateur-amelioree.png\" alt=\"\"><\/p>\n<h3>Une exp\u00e9rience utilisateur am\u00e9lior\u00e9e<\/h3>\n<div>\n<p>Un support r\u00e9actif et adapt\u00e9 aux profils utilisateurs renforce la satisfaction, limite les interruptions d\u2019activit\u00e9 et am\u00e9liore durablement la productivit\u00e9 des collaborateurs.<\/p>\n<\/div>\n<p><a href=\"#\">Read more<\/a><\/p>\n<\/li>\n<li>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/productivity_15850949.png\" alt=\"\"><\/p>\n<h3>Une performance op\u00e9rationnelle renforc\u00e9e<\/h3>\n<div>\n<p>Des processus structur\u00e9s, des niveaux de service mesurables et une r\u00e9solution au bon niveau de comp\u00e9tence contribuent \u00e0 un syst\u00e8me d\u2019information plus robuste et plus fiable.<\/p>\n<\/div>\n<p><a href=\"#\">Read more<\/a><\/p>\n<\/li>\n<li>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/focus.png\" alt=\"\"><\/p>\n<h3>La lib\u00e9ration des \u00e9quipes IT internes<\/h3>\n<div>\n<p>En confiant votre support au Service Desk So\u2019One, vos \u00e9quipes IT peuvent se concentrer sur l\u2019innovation, les projets m\u00e9tier et les enjeux strat\u00e9giques de transformation.<\/p>\n<\/div>\n<p><a href=\"#\">Read more<\/a><\/p>\n<\/li>\n<li>\n<p>        <img decoding=\"async\" src=\"\/wp-content\/uploads\/responsibility_17201040.png\" alt=\"\"><\/p>\n<h3>Un pilotage clair et ma\u00eetris\u00e9 des services<\/h3>\n<div>\n<p>Des indicateurs pertinents, des reportings d\u00e9taill\u00e9s et des plans d\u2019am\u00e9lioration continue offrent une visibilit\u00e9 compl\u00e8te sur la performance du support et facilitent la prise de d\u00e9cision.<\/p>\n<\/div>\n<p><a href=\"#\">Read more<\/a><\/p>\n<\/li>\n<\/ul>\n<p><p>\n        <a href=\"https:\/\/www.interway.fr\/contact\/\">Construisons ensemble votre Service Desk<\/a>\n    <\/p>\n<\/p>\n<div>\n<h3 class=\"et_pb_text_inner\" style=\"text-align: left;\"><span style=\"color: #00000;\"><span class=\"s1\">Vous souhaitez plus de renseignements sur nos services <\/span><span class=\"s1\">?<\/span><\/span><\/h3>\n<\/div>\n<p><p>\n        <a href=\"https:\/\/www.interway.fr\/contact\/\">Contactez-nous<\/a>\n    <\/p>\n<\/p>\n<p><!--more--><br \/>\n<!-- {\"name\":\"page m\u00e9tier food\",\"type\":\"layout\",\"children\":[{\"type\":\"section\",\"props\":{\"css\":\".uk-background-norepeat{\\n    position:relative;\\n}\\n\\n.uk-background-norepeat::before{\\n    content:\\\"\\\";\\n    position:absolute;\\n    inset:0;\\n    background:rgba(0,0,0,.20);\\n}\\n\\n.uk-background-norepeat > *{\\n    position:relative;\\n    z-index:1;\\n}\",\"header_transparent\":true,\"image\":\"wp-content\/uploads\/Service_desk_dekstop-2.jpg\",\"image_loading\":false,\"image_position\":\"top-center\",\"image_size\":\"width-1-1\",\"media_focal_point\":\"top-center\",\"overlap\":true,\"padding_bottom\":\"large\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"large\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-1\"},\"children\":[{\"type\":\"headline\",\"props\":{\"block_align\":\"center\",\"content\":\"<br \/><strong><span style=\\\"color: #ffffff;\\\">Services Desk<\/span><\/strong>\",\"image_align\":\"left\",\"image_margin\":\"xsmall\",\"maxwidth\":\"xlarge\",\"text_align\":\"center\",\"title_element\":\"h1\",\"title_style\":\"heading-small\"}}]}]}]},{\"type\":\"section\",\"props\":{\"class\":\"Bloc3\",\"image_position\":\"center-center\",\"overlap\":false,\"padding_bottom\":\"xsmall\",\"padding_top\":\"none\",\"style\":\"\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"large\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-5\"}},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"3-5\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<h2><strong>Service Desk\u00a0: une exp\u00e9rience support IT fluide, efficace et orient\u00e9e utilisateurs<\/strong><\/h2>\n\n\",\"image_align\":\"left\",\"image_margin\":\"xsmall\",\"title_element\":\"h1\",\"title_style\":\"heading-small\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Aujourd\u2019hui, l\u2019informatique est au c\u0153ur de toutes les activit\u00e9s de l\u2019entreprise et conditionne directement la performance des \u00e9quipes m\u00e9tiers. Le moindre dysfonctionnement peut avoir un impact direct sur la productivit\u00e9 des collaborateurs, la satisfaction des utilisateurs et la continuit\u00e9 des op\u00e9rations.<\/p>\n\n\\n\n\n<p>Avec So\u2019One, la solution de services manag\u00e9s d\u2019Interway, le Service Desk devient un v\u00e9ritable levier de performance IT et m\u00e9tier. Nos \u00e9quipes assurent un support structur\u00e9, r\u00e9actif et \u00e9volutif, con\u00e7u pour r\u00e9pondre aux exigences op\u00e9rationnelles et aux usages m\u00e9tiers de nos clients.<\/p>\n\n\",\"margin_bottom\":\"remove\",\"margin_top\":\"remove\"}},{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<h3><strong>Des \u00e9quipes expertes, proches de vos utilisateurs<\/strong><\/h3>\n\n\",\"image_align\":\"left\",\"image_margin\":\"xsmall\",\"margin_bottom\":\"remove\",\"margin_top\":\"remove\",\"title_element\":\"h1\",\"title_style\":\"heading-small\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Nos \u00e9quipes de Service Desk sont bas\u00e9es en France, sur nos sites de Belfort, Lille et Vitrolles. Elles disposent d\u2019une connaissance approfondie des environnements IT et des contraintes m\u00e9tiers, et assurent des supports de niveaux 1 et 2, adapt\u00e9s aux besoins sp\u00e9cifiques de chaque client.<\/p>\n\n\\n\n\n<p>Nos prestations couvrent notamment :<\/p>\n\n\",\"margin_bottom\":\"remove\",\"margin_top\":\"remove\"}},{\"name\":\"List Marker Image Bullet\",\"type\":\"list\",\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"le support applicatif m\u00e9tier multicanal (t\u00e9l\u00e9phone, portail, outils clients),\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"le support bureautique et poste de travail,\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"le support de proximit\u00e9, en compl\u00e9ment du support \u00e0 distance lorsque n\u00e9cessaire.\",\"icon\":\"\",\"image\":\"\"}}],\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"bullet\",\"list_type\":\"vertical\",\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"show_image\":true,\"show_link\":true}},{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<h3><strong>Un point de contact unique pour un support simplifi\u00e9<\/strong><\/h3>\n\n\",\"image_align\":\"left\",\"image_margin\":\"xsmall\",\"margin_bottom\":\"remove\",\"margin_top\":\"remove\",\"title_element\":\"h1\",\"title_style\":\"heading-small\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Le Service Desk So\u2019One agit comme point de contact unique (SPOC) pour l\u2019ensemble des demandes IT :<\/p>\n\n\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}},{\"name\":\"List Marker Image Bullet\",\"type\":\"list\",\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"questions li\u00e9es aux outils de travail : poste de travail, p\u00e9riph\u00e9riques et applications,\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"incidents techniques,\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"assistance fonctionnelle sur les outils m\u00e9tiers,\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"accompagnement \u00e0 l\u2019utilisation et formation.\",\"icon\":\"\",\"image\":\"\"}}],\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"bullet\",\"list_type\":\"vertical\",\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"show_image\":true,\"show_link\":true}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Nos<strong> 500<\/strong> techniciens informatiques, organis\u00e9s en \u00e9quipe d\u00e9di\u00e9e ou mutualis\u00e9e, assurent une prise en charge r\u00e9active et experte des sollicitations de vos collaborateurs et clients 24h\/24 et 7j\/7. Form\u00e9s \u00e0 vos environnements sp\u00e9cifiques, ils mobilisent des comp\u00e9tences techniques multiples et compl\u00e9mentaires pour qualifier les demandes, identifier rapidement les causes des incidents et assurer leur r\u00e9solution ou leur escalade vers le bon niveau d\u2019expertise.<\/p>\n\n\\n\n\n<p>En confiant votre support utilisateurs \u00e0 So\u2019One, vous b\u00e9n\u00e9ficiez d\u2019un service fiable et structur\u00e9, tout en recentrant vos \u00e9quipes internes sur leur c\u0153ur de m\u00e9tier et en optimisant vos co\u00fbts IT.<\/p>\n\n\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}},{\"name\":\"Image Border Pill\",\"type\":\"image\",\"props\":{\"height_expand\":true,\"image\":\"wp-content\/uploads\/photo-1581093804475-577d72e38aa0-scaled.jpg\",\"image_border\":\"pill\",\"image_svg_color\":\"emphasis\",\"image_width\":600,\"margin_bottom\":\"\",\"margin_top\":\"\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-5\"},\"children\":[{\"type\":\"image\",\"props\":{\"image\":\"wp-content\/uploads\/Logo-Soone-500x500p-Couleurs-PNG.png\",\"image_svg_color\":\"emphasis\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}}]}],\"props\":{\"column_gap\":\"medium\",\"layout\":\"1-5,3-5,1-5\"}}]},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"padding_bottom\":\"xsmall\",\"padding_top\":\"xsmall\",\"style\":\"muted\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"layout\":\"1-5,3-5,1-5\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-5\"}},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"3-5\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<h2><strong>Nos objectifs strat\u00e9giques<\/strong><\/h2>\n\n\",\"image_align\":\"left\",\"image_margin\":\"xsmall\",\"title_element\":\"h1\",\"title_style\":\"heading-small\"}},{\"name\":\"List Marker Icon\",\"type\":\"list\",\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"Maximiser le taux de r\u00e9solution d\u00e8s le premier contact afin de limiter les interruptions d\u2019activit\u00e9\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"Offrir une exp\u00e9rience utilisateur fluide, coh\u00e9rente et qualitative, quel que soit le canal utilis\u00e9\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"Piloter la performance du support gr\u00e2ce \u00e0 un suivi pr\u00e9cis des tickets, des indicateurs et des plans d\u2019am\u00e9lioration continue, partag\u00e9s avec les \u00e9quipes IT et m\u00e9tiers\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"Proposer un support sur mesure, align\u00e9 sur les enjeux m\u00e9tiers et les contraintes op\u00e9rationnelles de chaque organisation\",\"icon\":\"\",\"image\":\"\"}}],\"props\":{\"column_breakpoint\":\"m\",\"icon\":\"check\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_type\":\"vertical\",\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"show_image\":true,\"show_link\":true}},{\"name\":\"Button Style Primary\",\"type\":\"button\",\"children\":[{\"type\":\"button_item\",\"props\":{\"button_style\":\"secondary\",\"content\":\"Construisons ensemble votre Service Desk\",\"dialog_layout\":\"modal\",\"dialog_offcanvas_flip\":true,\"icon_align\":\"left\",\"link\":\"https:\/\/www.interway.fr\/contact\/\"}}],\"props\":{\"grid_column_gap\":\"small\",\"grid_row_gap\":\"small\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-5\"}}]}]},{\"type\":\"section\",\"props\":{\"class\":\"Bloc3\",\"image_position\":\"center-center\",\"overlap\":false,\"padding_bottom\":\"xsmall\",\"padding_top\":\"none\",\"style\":\"\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"large\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-5\"}},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"3-5\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<h3><strong>Une m\u00e9thode structur\u00e9e, \u00e9volutive et co-construite<\/strong><\/h3>\n\n\",\"image_align\":\"left\",\"image_margin\":\"xsmall\",\"title_element\":\"h1\",\"title_style\":\"heading-small\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Chaque dispositif Service Desk est co-construit avec le client, afin de r\u00e9pondre pr\u00e9cis\u00e9ment \u00e0 ses enjeux m\u00e9tiers et op\u00e9rationnels.<\/p>\n\n\\n\n\n<p>Notre approche repose sur :<\/p>\n\n\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}},{\"name\":\"List Marker Image Bullet\",\"type\":\"list\",\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"un accompagnement \u00e0 la transition,\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"la reprise, la structuration et l\u2019enrichissement de la base de connaissances existante, pour en faire un v\u00e9ritable levier de performance,\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"des pr\u00e9conisations personnalis\u00e9es,\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"un mod\u00e8le de support flexible (mutualis\u00e9, d\u00e9di\u00e9 ou semi-d\u00e9l\u00e9gu\u00e9),\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"une documentation partag\u00e9e, claire et op\u00e9rationnelle.\"}}],\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"bullet\",\"list_type\":\"vertical\",\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"show_image\":true,\"show_link\":true}},{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<h3><strong>Une qualit\u00e9 de service mesur\u00e9e et pilot\u00e9e dans la dur\u00e9e<\/strong><\/h3>\n\n\",\"image_align\":\"left\",\"image_margin\":\"xsmall\",\"title_element\":\"h1\",\"title_style\":\"heading-small\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Pour notre support utilisateurs IT et notre centre de relation client, la qualit\u00e9 de service repose sur des dispositifs concrets et \u00e9prouv\u00e9s :<\/p>\n\n\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}},{\"name\":\"List Marker Image Bullet\",\"type\":\"list\",\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"contr\u00f4le qualit\u00e9 syst\u00e9matique des r\u00e9ponses (picking),\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"points qualit\u00e9 hebdomadaires partag\u00e9s avec le client,\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"une cellule interne Qualit\u00e9 &amp; M\u00e9thodes d\u00e9di\u00e9e \u00e0 la performance (formation, coaching, accompagnement terrain),\",\"icon\":\"\",\"image\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"un dispositif de valorisation des bonnes pratiques techniques et relationnelles.\"}}],\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"bullet\",\"list_type\":\"vertical\",\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"show_image\":true,\"show_link\":true}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Lorsqu\u2019un \u00e9cart est d\u00e9tect\u00e9, nos \u00e9quipes d\u00e9clenchent un plan d\u2019actions structur\u00e9, suivi et analys\u00e9 en comit\u00e9 d\u2019am\u00e9lioration continue, afin de transformer chaque incident en opportunit\u00e9 de progr\u00e8s.<\/p>\n\n\\n\n\n<p><strong>Gestion des connaissances\u00a0:\u00a0<\/strong>La performance de notre Service Desk s\u2019appuie sur une base de connaissances vivante et partag\u00e9e, qui acc\u00e9l\u00e8re les temps de traitement, uniformise les bonnes pratiques et soutient la mont\u00e9e en comp\u00e9tence continue des \u00e9quipes.<\/p>\n\n\\n\n\n<p><strong>Gestion de flux intelligente\u00a0: <\/strong>Nos gestionnaires de flux pilotent en temps r\u00e9el l\u2019\u00e9quilibre entre le volume des sollicitations et les ressources disponibles, afin de garantir une qualit\u00e9 de traitement constante, y compris lors des pics d\u2019activit\u00e9.<\/p>\n\n\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-5\"}}],\"props\":{\"column_gap\":\"medium\",\"layout\":\"1-5,3-5,1-5\"}}]},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"overlap\":false,\"padding_bottom\":\"xsmall\",\"padding_top\":\"none\",\"style\":\"muted\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"large\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-5\"}},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"3-5\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<h2><strong>Les b\u00e9n\u00e9fices cl\u00e9s pour votre organisation<\/strong><\/h2>\n\n\",\"image_align\":\"left\",\"image_margin\":\"xsmall\",\"title_element\":\"h1\",\"title_style\":\"heading-small\"}},{\"name\":\"Grid Parallax\",\"type\":\"grid\",\"children\":[{\"type\":\"grid_item\",\"props\":{\"content\":\"\n\n<p>Un support r\u00e9actif et adapt\u00e9 aux profils utilisateurs renforce la satisfaction, limite les interruptions d\u2019activit\u00e9 et am\u00e9liore durablement la productivit\u00e9 des collaborateurs.<\/p>\n\n\",\"image\":\"wp-content\/uploads\/Une-experience-utilisateur-amelioree.png\",\"link\":\"#\",\"title\":\"Une exp\u00e9rience utilisateur am\u00e9lior\u00e9e\"}},{\"type\":\"grid_item\",\"props\":{\"content\":\"\n\n<p>Des processus structur\u00e9s, des niveaux de service mesurables et une r\u00e9solution au bon niveau de comp\u00e9tence contribuent \u00e0 un syst\u00e8me d\u2019information plus robuste et plus fiable.<\/p>\n\n\",\"image\":\"wp-content\/uploads\/productivity_15850949.png\",\"link\":\"#\",\"title\":\"Une performance op\u00e9rationnelle renforc\u00e9e\"}},{\"type\":\"grid_item\",\"props\":{\"content\":\"\n\n<p>En confiant votre support au Service Desk So\u2019One, vos \u00e9quipes IT peuvent se concentrer sur l\u2019innovation, les projets m\u00e9tier et les enjeux strat\u00e9giques de transformation.<\/p>\n\n\",\"image\":\"wp-content\/uploads\/focus.png\",\"link\":\"#\",\"title\":\"La lib\u00e9ration des \u00e9quipes IT internes\"}},{\"type\":\"grid_item\",\"props\":{\"content\":\"\n\n<p>Des indicateurs pertinents, des reportings d\u00e9taill\u00e9s et des plans d\u2019am\u00e9lioration continue offrent une visibilit\u00e9 compl\u00e8te sur la performance du support et facilitent la prise de d\u00e9cision.<\/p>\n\n\",\"image\":\"wp-content\/uploads\/responsibility_17201040.png\",\"link\":\"#\",\"title\":\"Un pilotage clair et ma\u00eetris\u00e9 des services\"}}],\"props\":{\"content_column_breakpoint\":\"m\",\"filter_align\":\"left\",\"filter_all\":true,\"filter_grid_breakpoint\":\"m\",\"filter_grid_width\":\"auto\",\"filter_position\":\"top\",\"filter_style\":\"tab\",\"grid_default\":\"1\",\"grid_large\":\"2\",\"grid_medium\":\"2\",\"grid_parallax\":\"180\",\"grid_small\":\"2\",\"grid_xlarge\":\"2\",\"image_align\":\"top\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-2\",\"image_height\":\"50\",\"image_svg_animate\":false,\"image_svg_color\":\"primary\",\"image_svg_inline\":true,\"image_width\":\"50\",\"item_animation\":true,\"lightbox_bg_close\":true,\"link_style\":\"text\",\"link_text\":\"Read more\",\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"meta_align\":\"below-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"panel_padding\":\"default\",\"panel_style\":\"card-default\",\"parallax_breakpoint\":\"m\",\"parallax_easing\":\"1\",\"show_content\":true,\"show_hover_image\":true,\"show_hover_video\":true,\"show_image\":true,\"show_link\":false,\"show_meta\":true,\"show_title\":true,\"show_video\":true,\"title_align\":\"top\",\"title_element\":\"h3\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\"}},{\"name\":\"Button Style Primary\",\"type\":\"button\",\"children\":[{\"type\":\"button_item\",\"props\":{\"button_style\":\"secondary\",\"content\":\"Construisons ensemble votre Service Desk\",\"dialog_layout\":\"modal\",\"dialog_offcanvas_flip\":true,\"icon_align\":\"left\",\"link\":\"https:\/\/www.interway.fr\/contact\/\"}}],\"props\":{\"grid_column_gap\":\"small\",\"grid_row_gap\":\"small\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-5\"}}],\"props\":{\"column_gap\":\"medium\",\"layout\":\"1-5,3-5,1-5\"}}]},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"style\":\"secondary\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"layout\":\"2-3,1-3\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"2-3\"},\"children\":[{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h3 class=\\\"et_pb_text_inner\\\" style=\\\"text-align: left;\\\"><span style=\\\"color: #00000;\\\"><span class=\\\"s1\\\">Vous souhaitez plus de renseignements sur nos services <\/span><span class=\\\"s1\\\">?<\/span><\/span><\/h3>\n\n\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-3\"},\"children\":[{\"name\":\"Button Icon Left\",\"type\":\"button\",\"children\":[{\"type\":\"button_item\",\"props\":{\"button_style\":\"default\",\"content\":\"Contactez-nous\",\"dialog_layout\":\"modal\",\"dialog_offcanvas_flip\":true,\"icon\":\"mail\",\"icon_align\":\"left\",\"link\":\"https:\/\/www.interway.fr\/contact\/\"}}],\"props\":{\"block_align\":\"center\",\"grid_column_gap\":\"medium\",\"grid_row_gap\":\"medium\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}}]}]}]},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"\",\"width\":\"large\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-1\"},\"children\":[{\"type\":\"totop\",\"props\":{\"blend\":false,\"margin_bottom\":\"default\",\"margin_top\":\"default\",\"title_grid_column_gap\":\"small\",\"title_grid_row_gap\":\"small\"}}]}]}]},{\"type\":\"section\",\"props\":{\"height_viewport\":50,\"image_position\":\"center-center\",\"overlap\":false,\"padding_bottom\":\"none\",\"padding_top\":\"none\",\"style\":\"\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-5\"}},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"3-5\"}},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-5\"}}],\"props\":{\"layout\":\"1-5,3-5,1-5\"}}]}],\"version\":\"5.0.36\"} --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Services Desk Service Desk\u00a0: une exp\u00e9rience support IT fluide, efficace et orient\u00e9e utilisateurs Aujourd\u2019hui, l\u2019informatique est au c\u0153ur de toutes les activit\u00e9s de l\u2019entreprise et conditionne directement la performance des \u00e9quipes m\u00e9tiers. Le moindre dysfonctionnement peut avoir un impact direct sur la productivit\u00e9 des collaborateurs, la satisfaction des utilisateurs et la continuit\u00e9 des op\u00e9rations. Avec [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"class_list":["post-1094762","page","type-page","status-publish","hentry"],"jetpack_sharing_enabled":true,"rttpg_featured_image_url":null,"rttpg_author":{"display_name":"Manon Taormina","author_link":"https:\/\/www.interway.fr\/en\/author\/mtaormina\/"},"rttpg_comment":0,"rttpg_category":null,"rttpg_excerpt":"Services Desk Service Desk\u00a0: une exp\u00e9rience support IT fluide, efficace et orient\u00e9e utilisateurs Aujourd\u2019hui, l\u2019informatique est au c\u0153ur de toutes les activit\u00e9s de l\u2019entreprise et conditionne directement la performance des \u00e9quipes m\u00e9tiers. Le moindre dysfonctionnement peut avoir un impact direct sur la productivit\u00e9 des collaborateurs, la satisfaction des utilisateurs et la continuit\u00e9 des op\u00e9rations. Avec&hellip;","_links":{"self":[{"href":"https:\/\/www.interway.fr\/en\/wp-json\/wp\/v2\/pages\/1094762","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.interway.fr\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.interway.fr\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.interway.fr\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/www.interway.fr\/en\/wp-json\/wp\/v2\/comments?post=1094762"}],"version-history":[{"count":16,"href":"https:\/\/www.interway.fr\/en\/wp-json\/wp\/v2\/pages\/1094762\/revisions"}],"predecessor-version":[{"id":1094911,"href":"https:\/\/www.interway.fr\/en\/wp-json\/wp\/v2\/pages\/1094762\/revisions\/1094911"}],"wp:attachment":[{"href":"https:\/\/www.interway.fr\/en\/wp-json\/wp\/v2\/media?parent=1094762"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}