Jerome Griva

Analyze client service requests: validate their relevance and feasibility, act as a consultant to offer the client appropriate services. Organize the smooth running of the service in accordance with applicable procedures and specifications (service provider, schedule management, order assignment and transmission...). Supervise or, if necessary, ensure the implementation of technical services within the deadlines, safety rules, and quality processes, and guarantee the proper functioning of the installations during the event. Provide customer support and handle ad-hoc requests, monitor operations for all or part of the deployed services, make decisions and request intervention from workers in the various trades. Participate in the evaluation of the quality of service provided by the service providers under his/her responsibility: compliance with legislation, staff attitude, quality control. Perform administrative tasks inherent to the position. Contribute to the establishment, improvement, and adherence to quality and sustainable development processes and commitments.

Handle user requests following malfunctions: take calls from clients directly or via the Helpdesk. Record requests: log reported incidents or operational anomalies. Process or trigger corresponding support actions: handle 2nd and 3rd level incidents or anomalies on business applications, diagnose, identify, formulate, resolve.