Estelle Beaugrand joined Darest in March 2020 as a L1 service desk agent before quickly becoming a referent for the ITSM solution, EasyVista. Discover her career path.
Could you tell us more about your background?
In high school, I did an accounting and management baccalaureate, there were hours of computer science and it was in this subject that I felt most at ease. I was ahead on the exercises and I often helped my friends who were having difficulties. That's how I developed a real interest in IT and helping users. It's a sector that moves, it's often the same problems but not always the same solution. Then, I did a BTS in computer science, then I worked directly in the company where I had done my BTS internship. I stayed in this company for three years as a computer technician and then I joined another SME with about 250 people, where I worked for nine years. Then I joined Darest.
What are your tasks in your current position?
I'm in charge of the ITSM tool Easyvista, I'm in charge of modifying the flows on EasyVista in order to be as close as possible to the user processes. The idea is that this ticketing tool should be as user-friendly as possible to improve the user experience. I am currently working on a process that comes from the business, it aims to manage requests for coats for the factory. I have to set up a flow for the different stages of this process. For example, when there is a new employee, after the HR validation, the information must be automatically sent, in our internal system and to the external company that provides us with the coats, so that the right people are informed. I work closely with the business, they define the process they want and I take care of implementing it in EasyVista.
I also set up small mechanisms that are automatically triggered. For example, when someone makes an update to a ticket, the mechanism should automatically send an email to the recipient. Initially, 40% of my time was dedicated to Easyvista and 60% to L1 support, but since March last year, I have completely stopped L1 support. Indeed, after that, 60% of my time was dedicated to support for CAD users. I was trained on Autodesk software to better understand the problems that users could encounter with this specific software. And finally, little by little, the internal demand to manage EasyVista, which was previously managed externally, became more important. This also made it possible to improve communication for the maintenance of the tool.
In 3 words, how would you describe Darest?
Team: I really felt the team spirit within my L1 support team.
Trust: I was quickly trusted from the moment I arrived and was able to benefit from training for EasyVista within a year.
Development: Once again, I find that we quickly have training opportunities that enable us to confirm our knowledge and develop our work.
What is your greatest pride in your work?
My greatest pride is improving the user experience on a daily basis. Because when they contact us, they really need help, they often have a problem that they can't solve on their own and that prevents them from doing their job. It's a real personal satisfaction when you solve users' problems.
What were your goals and what are they today?
The idea that came up was to be able to work 100% on Easyvista. I wanted to improve my skills in the processes of this ITSM tool, to refine things, also in terms of my ITIL knowledge. My objective was to gain as many skills and autonomy as possible in relation to Easyvista, before officially becoming the referent. Today, we no longer work with the historical integrator, so I had to quickly acquire as much knowledge as possible in order to be comfortable and to take over from the external consultant who had been looking after EasyVista for 3-4 years at the client's. We can say that the objective has been achieved, now I want to continue learning, discovering more advanced configurations in relation to more complex requests and seeing how far the tool can go.
Finally, a nice anecdote about your work to share with us?
When I was a service desk agent, I was regularly asked for a technician, thinking it was the secretariat. I got into the habit of telling them with a smile that they had the right number and that I could help them. After that, they were often embarrassed. Users are not used to having women in IT. Sometimes, on the contrary, female users were very happy to have a female voice on the phone and did not fail to point it out.
Looking for IT experts?
Amandine Varlet / April 2022 / © Darest Informatic SA 2022