{"id":2190956,"date":"2026-06-12T15:38:08","date_gmt":"2026-06-12T13:38:08","guid":{"rendered":"https:\/\/www.luklagroup.com\/success-story\/centre-de-services-support-utilisateurs-conseil-departemental-du-var-2\/"},"modified":"2026-06-12T15:50:38","modified_gmt":"2026-06-12T13:50:38","slug":"centre-de-services-support-utilisateurs-conseil-departemental-du-var-2","status":"publish","type":"success-story","link":"https:\/\/www.luklagroup.com\/en\/success-story\/centre-de-services-support-utilisateurs-conseil-departemental-du-var-2\/","title":{"rendered":"Service Center & User Support \u2013 Var Departmental Council"},"content":{"rendered":"\n

<\/p>\n\n\n\n

\n

Context<\/h2>\n<\/div>\n\n\n\n
\n
\n
\n
\"handsome<\/figure>\n<\/div>\n\n\n\n
\n

The Var Departmental Council has entrusted L\u00f9kla with the management of its Service Center and user support.<\/strong><\/p>\n\n\n\n

The objective: to ensure optimal continuity of service for all administrative sites and colleges, while ensuring high support quality<\/strong>, proactive supervision and continuous infrastructure evolution.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n

THE L\u00d9KLA APPROACH<\/h2>\n\n\n\n

<\/p>\n\n\n\n

L\u00f9kla has set up a multi-perimete<\/strong>r organization, flexible and focused on continuous improvement, to meet the needs of departmental agents and services.<\/p>\n<\/div>\n\n\n\n

\n
\n
\n<\/i>\n\n\n\n

Responsive service center<\/strong> with support for incidents and user requests.<\/p>\n<\/div>\n\n\n\n

\n<\/i>\n\n\n\n

Proximity support<\/strong> on administrative sites and colleges.<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n<\/i>\n\n\n\n

Proactive Infrastructure Supervision<\/strong> and Asset Management (IMAC).<\/p>\n<\/div>\n\n\n\n

\n<\/i>\n\n\n\n

Optimization of ITIL processes<\/strong> to ensure speed, traceability and quality of support.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n

Our Delivery Approach<\/h2>\n\n\n\n

<\/p>\n\n\n\n

In order to guarantee effective support aligned with the challenges of the department, L\u00f9kla structured his intervention around 4 axes:<\/p>\n<\/div>\n\n\n\n

\n
\n
\n
\n
\n<\/i>\n<\/div>\n\n\n\n
\n

Establishment of the Service Center<\/strong><\/strong><\/p>\n\n\n\n

Management of calls and forms, diagnosis and resolution of incidents, rapid handling of requests (dropout rate: 80%).<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n<\/i>\n<\/div>\n\n\n\n
\n

User support and proximity<\/strong><\/strong><\/p>\n\n\n\n

Daily assistance on 10 administrative sites and 180 connected sites, including fixed\/mobile telephony, videoconferencing and print management.<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n<\/i>\n<\/div>\n\n\n\n
\n

Continuous supervision and optimization<\/strong><\/strong><\/p>\n\n\n\n

Management of supervision (Centreon, Zabbix), implementation of ITIL processes and evolution of infrastructure and workstations.<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
\n<\/i>\n<\/div>\n\n\n\n
\n

Management of specific projects<\/strong><\/strong><\/p>\n\n\n\n

Optimization of support processes, interventions on colleges, improved responsiveness (50% of tickets resolved in less than 30 minutes, VIP incidents processed within 4 hours).<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

<\/div>\n\n\n\n
\n

WHAT MADE THE DIFFERENCE ON THis PROJECT<\/h2>\n\n\n\n

<\/p>\n<\/div>\n\n\n\n

\n
\n
\n
\"smiling<\/figure>\n<\/div>\n\n\n\n
\n
\n<\/i>\n\n\n\n

Multi-perimeters covered:<\/strong> infrastructure, application, user support, telephony, supervision.<\/p>\n<\/div>\n\n\n\n

\n<\/i>\n\n\n\n

High responsiveness<\/strong> with priority treatment of VIPs and fast ticket resolution.<\/p>\n<\/div>\n\n\n\n

\n<\/i>\n\n\n\n

Dedicated team trained in the context<\/strong> (4 support technicians + proximity + operational manager).<\/p>\n<\/div>\n\n\n\n

\n<\/i>\n\n\n\n

Support in the evolution and innovation of the<\/strong> department’s IS.<\/strong><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n

contact us<\/h2>\n<\/div>\n\n\n\n

<\/p>\n","protected":false},"featured_media":739744,"template":"","category-success-story":[266],"class_list":{"0":"post-2190956","1":"success-story","2":"type-success-story","3":"status-publish","4":"has-post-thumbnail","6":"category-success-story-managed-services"},"_links":{"self":[{"href":"https:\/\/www.luklagroup.com\/en\/wp-json\/wp\/v2\/success-story\/2190956","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.luklagroup.com\/en\/wp-json\/wp\/v2\/success-story"}],"about":[{"href":"https:\/\/www.luklagroup.com\/en\/wp-json\/wp\/v2\/types\/success-story"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.luklagroup.com\/en\/wp-json\/wp\/v2\/media\/739744"}],"wp:attachment":[{"href":"https:\/\/www.luklagroup.com\/en\/wp-json\/wp\/v2\/media?parent=2190956"}],"wp:term":[{"taxonomy":"category-success-story","embeddable":true,"href":"https:\/\/www.luklagroup.com\/en\/wp-json\/wp\/v2\/category-success-story?post=2190956"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}