====== IT support ======

===== Obsess about and know the customer =====
  - Adopt a growth mindset Adopting a growth mindset means to constantly develop yourself by staying up-to-date 
  - A growth vs. fixed mindset (fix : you think you know and you don't want to learn more
  - How to adopt a growth mindset : Be self aware - willing to experiment - focus on progress over time - learn from others - Choose the right words



Team work
  - Support Escalation Agent (2nd level)
  - Technical Advisor (3rd level


Enterprise Services Strategy

C'est du itil : plan build deploy operate & optimize


Assisted support model 
  - Incident management
  - Scopping : (cadrage) reviewing the customer report
  - Troubleshooting (dépannage)
  - Deliver a solution
  - Closure