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