Expertise · Support Lead
Support: the first source of insight into service quality.
Every user request says something about the tool, the process or the documentation. My support experience, first on the HRIS functional side and now on a helpdesk, has taught me to handle the request and to learn from it.
Clarifying the terms
About the roleThree related but distinct activities
This page brings together my support and service quality experience. It does not correspond to a “Support Lead” job title that I have held.
IT support (helpdesk)
Answering user requests, qualifying, resolving or routing them. This is my current role at FDJ United.
FDJ United · since 2025
HRIS functional support
Handling incidents, requests and enhancements related to HRIS use, qualifying and prioritising defects, supporting users at go-live.
NEEVA · 2017 – 2024
Organising a service and its quality
Organising a team's activity and monitoring quality. My documented experience concerns an HRIS functional team, not a dedicated support department.
NEEVA · HRIS Quality Manager
Documented activities
Documented experienceWhat my experience covers
Analysing user requests and qualifying user profiles
To route requests effectively.
FDJ United
Personalised support
Listening, rephrasing, resolving and routing.
FDJ United
Managing incidents, requests and enhancements
HRIS skill
Qualifying and prioritising defects
As part of user acceptance testing.
NEEVA
Identifying and escalating malfunctions
Together with proposals for functional improvements.
Carrefour Banque et Assurance
Updating documentation and writing quick-reference sheets
FDJ United · NEEVA
Structuring internal processes
FDJ United · Carrefour Banque et Assurance
Cross-functional work with technical and product teams
FDJ United
Quality monitoring
NEEVA
My approach
My approachFrom request to improvement
Listen and rephrase
Make sure the real request is understood, beyond how it is worded.
Qualify
Identify the nature of the request, its urgency and the right contact.
Resolve or route
Handle it directly when possible; otherwise hand it over with clear context.
Document
Update documentation so the answer benefits the next person.
Spot recurring issues
A recurring request often signals a tool, process or documentation problem.
Improve
Escalate malfunctions and propose improvements to the teams concerned.
Support and projects
My approachComplementary perspectives
Having run acceptance testing and go-lives helps in understanding where an incident comes from. Conversely, support is a constant reminder of what users actually experience. Each perspective strengthens the other.
Tools
Documented experienceRelated tools
Mantis (ticketing)
SQL
Microsoft Office
Related areas of expertise
Trainer
Sharing knowledge, making tools understandable and supporting users until they are autonomous.
- Training end users and administrators
- Designing practical materials
- Onboarding new staff
- Change management
Manager
Organising a functional team's work, developing its skills and monitoring quality.
- Managing a team of 7 people
- Organising activity
- Skills development
- Quality monitoring
Project Manager / Business Analyst (AMOA)
Leading functional projects from requirements to go-live, at the interface between business teams, IT and software vendors.
- Requirements gathering and specifications
- Configuration and data migration
- User acceptance testing
- Business / IT / vendor coordination
Product Owner
Starting from real usage to structure requests and evolve tools, in close collaboration with IT.
- Business needs analysis
- Backlog management with IT
- Managing tool enhancements
- Formalising requirements
Product Manager
Starting from the problems users and business teams face to identify the enhancements that matter.
- Understanding user problems
- Identifying necessary enhancements
- Optimising tools and processes
- Business / technical coordination
Does this expertise match your needs?
Let's discuss your context, your projects or an opportunity.