{"id":190264,"date":"2023-12-28T10:51:36","date_gmt":"2023-12-28T10:51:36","guid":{"rendered":"https:\/\/www.ninjaone.com\/?post_type=resource&#038;p=190264"},"modified":"2026-04-30T19:55:16","modified_gmt":"2026-04-30T19:55:16","slug":"guide-de-l-efficacite-du-service-d-assistance","status":"publish","type":"resource","link":"https:\/\/www.ninjaone.com\/fr\/resource\/guide-de-l-efficacite-du-service-d-assistance\/","title":{"rendered":"Guide de l&rsquo;efficacit\u00e9 du service d&rsquo;assistance (helpdesk)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"190264\" class=\"elementor elementor-190264 elementor-175387\" data-elementor-post-type=\"resource\">\n\t\t\t\t<!-- hidden container 190264-a257dbb --><main class=\"elementor-element elementor-element-cd5809e dc-has-condition dc-condition-equal e-flex e-con-boxed e-con e-parent\" data-id=\"cd5809e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-7889e00 e-con-full e-flex e-con e-child\" data-id=\"7889e00\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a152282 elementor-widget__width-auto no-lazyload elementor-hidden-mobile elementor-widget elementor-widget-image\" data-id=\"a152282\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.ninjaone.com\/fr\/\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"266\" height=\"57\" src=\"https:\/\/www.ninjaone.com\/wp-content\/uploads\/2025\/03\/ninjaone-logo-white-1.svg\" class=\"no-lazyload attachment-full size-full wp-image-440564\" alt=\"NinjaOne logo white\" title=\"ninjaone-logo-white.svg\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e1abcc7 elementor-hidden-mobile elementor-widget elementor-widget-spacer\" data-id=\"e1abcc7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f778c96 elementor-widget elementor-widget-heading\" data-id=\"f778c96\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Votre guide pour booster l\u2019efficacit\u00e9 du service d\u2019assistance (helpdesk)<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2558a06 elementor-widget elementor-widget-spacer\" data-id=\"2558a06\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5bfcf31 elementor-widget elementor-widget-text-editor\" data-id=\"5bfcf31\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>D\u00e9couvrez comment transformer l&rsquo;automatisation et votre organisation en une combinaison qui booste l\u2019efficacit\u00e9<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cc74e36 elementor-button-default elementor-widget elementor-widget-button\" data-id=\"cc74e36\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"#scroll-form-section\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">T\u00e9l\u00e9charger maintenant<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6fd85bf e-con-full e-flex e-con e-child\" data-id=\"6fd85bf\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c01e18c elementor-widget elementor-widget-shortcode\" data-id=\"c01e18c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\">\n<div\n\t class=\"wpml-ls-statics-shortcode_actions wpml-ls wpml-ls-legacy-dropdown js-wpml-ls-legacy-dropdown\">\n\t<ul>\n\n\t\t<li tabindex=\"0\" class=\"wpml-ls-slot-shortcode_actions wpml-ls-item wpml-ls-item-fr wpml-ls-current-language wpml-ls-item-legacy-dropdown\">\n\t\t\t<a href=\"#\" class=\"js-wpml-ls-item-toggle wpml-ls-item-toggle\">\n                <span class=\"wpml-ls-native\">FR<\/span><\/a>\n\n\t\t\t<ul class=\"wpml-ls-sub-menu\">\n\t\t\t\t\n\t\t\t\t\t<li class=\"wpml-ls-slot-shortcode_actions wpml-ls-item wpml-ls-item-en wpml-ls-first-item\" data-ls-lang=\"en\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.ninjaone.com\/\" class=\"wpml-ls-link\">\n                            <span class=\"wpml-ls-native\" lang=\"en\">English<\/span><\/a>\n\t\t\t\t\t<\/li>\n\n\t\t\t\t\n\t\t\t\t\t<li class=\"wpml-ls-slot-shortcode_actions wpml-ls-item wpml-ls-item-de\" data-ls-lang=\"de\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.ninjaone.com\/de\/\" class=\"wpml-ls-link\">\n                            <span class=\"wpml-ls-native\" lang=\"de\">Deutsch<\/span><\/a>\n\t\t\t\t\t<\/li>\n\n\t\t\t\t\n\t\t\t\t\t<li class=\"wpml-ls-slot-shortcode_actions wpml-ls-item wpml-ls-item-es\" data-ls-lang=\"es\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.ninjaone.com\/es\/\" class=\"wpml-ls-link\">\n                            <span class=\"wpml-ls-native\" lang=\"es\">Espa\u00f1ol<\/span><\/a>\n\t\t\t\t\t<\/li>\n\n\t\t\t\t\n\t\t\t\t\t<li class=\"wpml-ls-slot-shortcode_actions wpml-ls-item wpml-ls-item-it\" data-ls-lang=\"it\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.ninjaone.com\/it\/\" class=\"wpml-ls-link\">\n                            <span class=\"wpml-ls-native\" lang=\"it\">Italiano<\/span><\/a>\n\t\t\t\t\t<\/li>\n\n\t\t\t\t\n\t\t\t\t\t<li class=\"wpml-ls-slot-shortcode_actions wpml-ls-item wpml-ls-item-nl\" data-ls-lang=\"nl\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.ninjaone.com\/nl\/\" class=\"wpml-ls-link\">\n                            <span class=\"wpml-ls-native\" lang=\"nl\">Nederlands<\/span><\/a>\n\t\t\t\t\t<\/li>\n\n\t\t\t\t\n\t\t\t\t\t<li class=\"wpml-ls-slot-shortcode_actions wpml-ls-item wpml-ls-item-sv\" data-ls-lang=\"sv\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.ninjaone.com\/sv\/\" class=\"wpml-ls-link\">\n                            <span class=\"wpml-ls-native\" lang=\"sv\">Svenska<\/span><\/a>\n\t\t\t\t\t<\/li>\n\n\t\t\t\t\n\t\t\t\t\t<li class=\"wpml-ls-slot-shortcode_actions wpml-ls-item wpml-ls-item-pt-br\" data-ls-lang=\"pt-br\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.ninjaone.com\/pt-br\/\" class=\"wpml-ls-link\">\n                            <span class=\"wpml-ls-native\" lang=\"pt-br\">Portugu\u00eas<\/span><\/a>\n\t\t\t\t\t<\/li>\n\n\t\t\t\t\n\t\t\t\t\t<li class=\"wpml-ls-slot-shortcode_actions wpml-ls-item wpml-ls-item-ja wpml-ls-last-item\" data-ls-lang=\"ja\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.ninjaone.com\/ja\/\" class=\"wpml-ls-link\">\n                            <span class=\"wpml-ls-native\" lang=\"ja\">\u65e5\u672c\u8a9e<\/span><\/a>\n\t\t\t\t\t<\/li>\n\n\t\t\t\t\t\t\t<\/ul>\n\n\t\t<\/li>\n\n\t<\/ul>\n<\/div>\n<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc322c8 elementor-widget__width-auto elementor-widget-mobile__width-inherit no-lazyload elementor-widget elementor-widget-image\" data-id=\"bc322c8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"2000\" height=\"2000\" src=\"https:\/\/www.ninjaone.com\/wp-content\/uploads\/2023\/08\/NinjaOne-Helpdesk-Efficiency-Guide-FR-perspective.png\" class=\"no-lazyload attachment-full size-full wp-image-82929\" alt=\"Votre guide pour booster l\u2019efficacit\u00e9 du service d\u2019assistance (helpdesk)\" srcset=\"https:\/\/www.ninjaone.com\/wp-content\/uploads\/2023\/08\/NinjaOne-Helpdesk-Efficiency-Guide-FR-perspective.png 2000w, https:\/\/www.ninjaone.com\/wp-content\/uploads\/2023\/08\/NinjaOne-Helpdesk-Efficiency-Guide-FR-perspective-300x300.png 300w, https:\/\/www.ninjaone.com\/wp-content\/uploads\/2023\/08\/NinjaOne-Helpdesk-Efficiency-Guide-FR-perspective-1024x1024.png 1024w, https:\/\/www.ninjaone.com\/wp-content\/uploads\/2023\/08\/NinjaOne-Helpdesk-Efficiency-Guide-FR-perspective-150x150.png 150w, https:\/\/www.ninjaone.com\/wp-content\/uploads\/2023\/08\/NinjaOne-Helpdesk-Efficiency-Guide-FR-perspective-768x768.png 768w, https:\/\/www.ninjaone.com\/wp-content\/uploads\/2023\/08\/NinjaOne-Helpdesk-Efficiency-Guide-FR-perspective-1536x1536.png 1536w\" sizes=\"(max-width: 2000px) 100vw, 2000px\" title=\"NinjaOne-Helpdesk-Efficiency-Guide-FR-perspective\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/main>\n\t\t<section class=\"elementor-element elementor-element-df35312 dc-has-condition dc-condition-equal e-flex e-con-boxed e-con e-parent\" data-id=\"df35312\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-24731a9 e-con-full e-flex e-con e-child\" data-id=\"24731a9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cb454e6 elementor-widget elementor-widget-text-editor\" data-id=\"cb454e6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Entre le stress li\u00e9 \u00e0 la prise en charge d&#8217;employ\u00e9s distants et l\u2019impl\u00e9mentation de nouvelles solutions flexibles, l&rsquo;informatique a \u00e9t\u00e9 confront\u00e9e \u00e0 des responsabilit\u00e9s plus importantes que jamais. La derni\u00e8re chose qu&rsquo;une \u00e9quipe informatique souhaite, c&rsquo;est se retrouver coinc\u00e9e dans des t\u00e2ches r\u00e9p\u00e9titives et manuelles qui lui prennent la majeure partie de son temps. La cl\u00e9 de l&rsquo;am\u00e9lioration du flux de travail de votre service d&rsquo;assistance r\u00e9side dans l&rsquo;automatisation. En automatisant ces t\u00e2ches, votre \u00e9quipe informatique peut \u00eatre plus efficace et se concentrer sur les projets importants.<\/p><h3><strong>Ce guide de l&rsquo;efficacit\u00e9 du helpdesk comprend:<\/strong><\/h3><p>Conseils pour am\u00e9liorer le flux de travail de votre service d&rsquo;assistance<br \/>Liste des t\u00e2ches importantes du support informatique qui peuvent \u00eatre automatis\u00e9es<br \/>Id\u00e9es sur la fa\u00e7on de rendre votre syst\u00e8me de ticketing plus efficace<br \/>Cas d&rsquo;utilisation de l&rsquo;automatisation dans la console NinjaOne<br \/>Veuillez compl\u00e9ter le formulaire:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f4f6ae3 e-con-full e-flex e-con e-child\" data-id=\"f4f6ae3\" data-element_type=\"container\" data-e-type=\"container\" id=\"scroll-form-section\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e1ce53b elementor-widget elementor-widget-heading\" data-id=\"e1ce53b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Veuillez compl\u00e9ter le formulaire:\n<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e0a7d7e elementor-widget elementor-widget-html\" data-id=\"e0a7d7e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<iframe class=\"iframe-form iframe-resize\" style=\"border: 0;\" src=\"https:\/\/go.ninjaone.com\/l\/652283\/2022-12-08\/49vnwz\" width=\"100%\" height=\"560\" frameborder=\"0\"><\/iframe>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t\t<!-- hidden container 190264-b69a8c9 --><div class=\"elementor-element elementor-element-40adb43 e-con-full e-flex e-con e-parent\" data-id=\"40adb43\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5dfa44c elementor-widget elementor-widget-template\" data-id=\"5dfa44c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<footer data-elementor-type=\"footer\" data-elementor-id=\"74009\" class=\"elementor elementor-74009 elementor-1220 elementor-1220\" data-elementor-post-type=\"elementor_library\">\n\t\t\t<footer class=\"elementor-element elementor-element-025b3be e-con-full e-flex e-con e-parent\" data-id=\"025b3be\" data-element_type=\"container\" data-e-type=\"container\" id=\"footer\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-3fa4466 e-flex e-con-boxed e-con e-child\" data-id=\"3fa4466\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-70bddee e-con-full nav-accordion e-flex e-con e-child\" data-id=\"70bddee\" data-element_type=\"container\" data-e-type=\"container\" data-js=\"nav-accordion\">\n\t\t\t\t<div class=\"elementor-element elementor-element-20f5637 elementor-widget elementor-widget-heading\" data-id=\"20f5637\" data-element_type=\"widget\" data-e-type=\"widget\" data-js=\"nav-accordion-heading\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Produits<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b365a21 elementor-widget elementor-widget-text-editor\" data-id=\"b365a21\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div 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data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Ressources<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dfc0ee1 elementor-widget elementor-widget-text-editor\" data-id=\"dfc0ee1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.ninjaone.com\/fr\/documentation-pour-les-msp\/\">Centre de ressources<\/a><\/p><p><a href=\"https:\/\/www.ninjaone.com\/fr\/blog\/\">Blog<\/a><\/p><p><a href=\"https:\/\/www.ninjaone.com\/fr\/it-hub\/\">Hub IT<\/a><\/p><p><a href=\"\/videos\/\">Hub vid\u00e9os IT<\/a><\/p><p><a href=\"https:\/\/www.ninjaone.com\/fr\/script-hub\/\">Centre de scripts<\/a><\/p><p><a href=\"https:\/\/www.ninjaone.com\/fr\/demos\/\" data-js=\"footer-demo-center\">Toutes nos 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En moyenne, les clients sont enti\u00e8rement d\u00e9ploy\u00e9s en moins de 30\u00a0jours et les op\u00e9rateurs sont comp\u00e9tents en moins de 10\u00a0jours. Il n&rsquo;y a pas d&rsquo;infrastructure \u00e0 provisionner, pas de d\u00e9ploiement progressif et pas de projet d\u2019impl\u00e9mentation \u00e0 d\u00e9finir\u00a0: gr\u00e2ce au SaaS natif, votre \u00e9quipe est productive en quelques jours, pas en quelques trimestres.\n\nVotre \u00e9quipe configure la solution, l&rsquo;exploite et la fait \u00e9voluer sans devoir avoir recours \u00e0 des administrateurs d\u00e9di\u00e9s, sans langages de requ\u00eate propri\u00e9taires et sans services professionnels permanents de la part des fournisseurs. Pas de services professionnels requis, pas de niveaux d&rsquo;assistance diff\u00e9renci\u00e9s selon les plans choisis, pas de co\u00fbts cach\u00e9s au moment du renouvellement et des fonctionnalit\u00e9s qui ne compromettent pas l&rsquo;exp\u00e9rience num\u00e9rique des employ\u00e9s dans laquelle votre entreprise investit.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/footer>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Votre guide pour booster l\u2019efficacit\u00e9 du service d\u2019assistance (helpdesk) D\u00e9couvrez comment transformer l&rsquo;automatisation et votre organisation en une combinaison qui booste l\u2019efficacit\u00e9 T\u00e9l\u00e9charger maintenant Entre le stress li\u00e9 \u00e0 la prise en charge d&#8217;employ\u00e9s distants et l\u2019impl\u00e9mentation de nouvelles solutions flexibles, l&rsquo;informatique a \u00e9t\u00e9 confront\u00e9e \u00e0 des responsabilit\u00e9s plus importantes que jamais. 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