1. Adopt a growth mindset Adopting a growth mindset means to constantly develop yourself by staying up-to-date
2. A growth vs. fixed mindset (fix : you think you know and you don't want to learn more
3. 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

1. Support Escalation Agent (2nd level)
2. Technical Advisor (3rd level

Enterprise Services Strategy

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

Assisted support model

1. Incident management
2. Scopping : (cadrage) reviewing the customer report
3. Troubleshooting (dépannage)
4. Deliver a solution
5. Closure