Context
The Var Departmental Council has entrusted Lùkla with the management of its Service Center and user support.
The objective: to ensure optimal continuity of service for all administrative sites and colleges, while ensuring high support quality, proactive supervision and continuous infrastructure evolution.
THE LÙKLA APPROACH
Lùkla has set up a multi-perimeter organization, flexible and focused on continuous improvement, to meet the needs of departmental agents and services.
Responsive service center with support for incidents and user requests.
Proximity support on administrative sites and colleges.
Proactive Infrastructure Supervision and Asset Management (IMAC).
Optimization of ITIL processes to ensure speed, traceability and quality of support.
Our Delivery Approach
In order to guarantee effective support aligned with the challenges of the department, Lùkla structured his intervention around 4 axes:
Establishment of the Service Center
Management of calls and forms, diagnosis and resolution of incidents, rapid handling of requests (dropout rate: 80%).
User support and proximity
Daily assistance on 10 administrative sites and 180 connected sites, including fixed/mobile telephony, videoconferencing and print management.
Continuous supervision and optimization
Management of supervision (Centreon, Zabbix), implementation of ITIL processes and evolution of infrastructure and workstations.
Management of specific projects
Optimization of support processes, interventions on colleges, improved responsiveness (50% of tickets resolved in less than 30 minutes, VIP incidents processed within 4 hours).
WHAT MADE THE DIFFERENCE ON THis PROJECT
Multi-perimeters covered: infrastructure, application, user support, telephony, supervision.
High responsiveness with priority treatment of VIPs and fast ticket resolution.
Dedicated team trained in the context (4 support technicians + proximity + operational manager).
Support in the evolution and innovation of the department’s IS.
