Ce cours constitue une formation des Assistants-étudiants du 1234 et Poséidon.
Il vise à familiariser
les assistants-étudiants avec la structure de l'EPFL ainsi que les procédures de support sous forme de Modules de formation.
Ces formations sont animées par les coaches !
- Comprendre les enjeux et les objectifs d’un Service Desk de qualité.
- Appréhender les contraintes et difficultés spécifiques rencontrées dans un Service Desk.
- Prendre en charge un appel et gérer un incident de sa création à sa clôture.
- Comprendre les notions d’escalade et de priorités dans un Service Desk.
- Améliorer la communication avec les clients du Service Desk.
- Adopter, à l’aide de jeux de rôles, la bonne attitude face à des situations courantes ou critiques.
- Professor: Andrea Amato
- Professor: Julien Aubry
- Professor: Yves Eickelberg
- Professor: Lorenzo Fioravanzo
- Professor: Luis Jesus Gonzalez Perez
- Professor: Frédéric Limat
- Teacher: Bassel Selim Alamir Hanna Abdelmassih
- Teacher: Yohan Max Abehssera
- Teacher: Charbel Aldawailibi
- Teacher: Mariem Baccari
- Teacher: Asha Baskaralingam
- Teacher: Charles Beauville
- Teacher: Gabriel Liam Benato
- Teacher: Maëlys Billon
- Teacher: Julien Dibiaggio
- Teacher: Mohamed Amr Abdelmalek Mohamed Elasfoury
- Teacher: Emy Cloé Fabregue
- Teacher: Neethu Kizhakkedom
- Teacher: Maxim Yaksha Kondracki
- Teacher: Changling Li
- Teacher: Anna Lucciarini
- Teacher: Andréa Maria Montant
- Teacher: Raymond Nasr
- Teacher: Dimitrio Joe Nassif
- Teacher: Enzo Palmisano
- Teacher: Elior Jacques Papiernik
- Teacher: Théo Antoine Michel Patron
- Teacher: João Luís Prado Vieira
- Teacher: Laura Primiceri
- Teacher: Jean-Daniel Rouveyrol
- Teacher: Cassandre Anne Beatrice Souëf
- Teacher: Tina Varone
- Teacher: Gaelle Elisa Verdon
- Teacher: Aline Villars
- Teacher: Meron Yebrah
- Professor: Julien Aubry
- Professor: Yves Eickelberg
- Professor: Lorenzo Fioravanzo
- Professor: Frédéric Limat
- Teacher: Bassel Selim Alamir Hanna Abdelmassih
- Teacher: Yohan Max Abehssera
- Teacher: Zad Abi Fadel
- Teacher: Lina Al Gandouzi
- Teacher: Vincent Jean Altobelli
- Teacher: Andrea Amato
- Teacher: Louis Arbogast
- Teacher: Louis Jules Hugo Bardel
- Teacher: Luca Bataillard
- Teacher: Charles Beauville
- Teacher: Seifallah Ben Mustapha Hanfi
- Teacher: Gabriel Liam Benato
- Teacher: Maëlys Billon
- Teacher: Hugo René Bordereaux
- Teacher: Mariane Brodier
- Teacher: Martin Pierre Alphonse Brun
- Teacher: Ninon Cabot
- Teacher: Jean-Etienne Charbonnet
- Teacher: Jehan Névé Marc Corcelle
- Teacher: Gaëtan Cortes
- Teacher: Diane Marie Sybille D'Haultfoeuille
- Teacher: Jérémy Dahan
- Teacher: Claire Françoise Ghislaine Damery
- Teacher: Matthieu Sylvie Emanuel De Beule
- Teacher: Jeremy Thibault Di Dio
- Teacher: Julien Dibiaggio
- Teacher: Simon Dorthe
- Teacher: Hana El Moutaoukil
- Teacher: Mohamed Amr Abdelmalek Mohamed Elasfoury
- Teacher: Hannah Gelblat
- Teacher: Rocco Massimo Antonio Giannotti
- Teacher: Luna Justine Godier Gallay
- Teacher: Luis Jesus Gonzalez Perez
- Teacher: Paul Louison Nathan Hardivillé
- Teacher: Marc Andrew Jadaa
- Teacher: Hamza Karime
- Teacher: Tugdual Marc-Emmanuel Pierre Marie Kerjan
- Teacher: David Khatanassian
- Teacher: Neethu Kizhakkedom
- Teacher: Alice Constance Rosalie Klein
- Teacher: Yoonseo Ko
- Teacher: Maxim Yaksha Kondracki
- Teacher: Sylvain Jonas Kuchen
- Teacher: Aïman Lavallard Fadlane
- Teacher: Harold Legendre
- Teacher: Jean Emile Bernard Lesur
- Teacher: Changling Li
- Teacher: Kai Wen Loo
- Teacher: Anna Lucciarini
- Teacher: Khalil M'Hirsi
- Teacher: Ayman Mezghani
- Teacher: Julien Mollard
- Teacher: Andréa Maria Montant
- Teacher: Mark Mouawad
- Teacher: Bechara Moukarzel
- Teacher: Maxime Louis Paul Nourry
- Teacher: Enzo Palmisano
- Teacher: Elior Jacques Papiernik
- Teacher: Théo Antoine Michel Patron
- Teacher: Jules Antoine Pirot-De Darassus
- Teacher: Izabella Maja Pomykalska
- Teacher: João Luís Prado Vieira
- Teacher: Laura Primiceri
- Teacher: Romain Jérémie Pugin
- Teacher: Jean-Daniel Rouveyrol
- Teacher: Julien Savary
- Teacher: Cassandre Anne Beatrice Souëf
- Teacher: Raymond Tawil
- Teacher: Lucie Thenot
- Teacher: Gaétane Delphine H van der Bruggen
- Teacher: Tina Varone
- Teacher: Théo Vasarino
- Teacher: Gaelle Elisa Verdon
- Teacher: Aline Villars
- Teacher: Lila Marguerite Claudia Wolff
- Teacher: Meron Yebrah
- Teacher: Mehdi Zayene
- Teacher: Ahmed Zouaoui