Nathalie Bourcier
About Nathalie Bourcier
Nathalie Bourcier is a Service Desk Operation Manager at SITA, where she has worked for 24 years. She oversees a team of 15 agents in Mumbai, ensuring effective communication between the service desk and application teams while optimizing operations through ITIL processes and ITSM tools.
Work at SITA
Nathalie Bourcier has been employed at SITA since 2000, serving as the Service Desk Operation Manager. In this role, she acts as a crucial interface between the service desk and application teams, facilitating effective communication and collaboration. She oversees a service desk team of 15 agents located in Mumbai, focusing on maintaining high levels of customer satisfaction and ensuring adherence to service level agreements (SLAs). Her leadership has contributed to the successful growth of the helpdesk, with ticket volume tripling over three years while managing costs effectively.
Education and Expertise
Nathalie Bourcier studied at Champlain Regional College from 1992 to 1996, where she earned a Diplôme d’études Collégiales in Computer Information Systems. This educational background has equipped her with the necessary skills to excel in her role at SITA. Her expertise includes defining requirements for IT service management (ITSM) tools and establishing key performance indicators and reporting mechanisms to optimize service desk operations.
Background
Before joining SITA, Nathalie Bourcier worked as an Analyst-Programmer at Cognicase from 1998 to 1999. This experience provided her with a solid foundation in programming and analysis, which she has applied in her current position. Her career has been characterized by a focus on enhancing service efficiency and effectiveness through the implementation of ITIL framework-derived processes.
Achievements
Nathalie Bourcier has successfully managed the growth of the helpdesk at SITA, achieving a significant increase in ticket volume while maintaining low operational costs through unit transaction pricing. She has played a key role in implementing processes derived from the ITIL framework to support standard applications, which has enhanced the overall efficiency of service delivery.