Digital Workplace

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Responsible for the image of our clients, our teams support our clients' users by responding to everyday incidents and requests. Whether they are site-based, Service-Centre-based, or field-based, efficiency and a friendly approach towards users are our guiding principles, from responding through to resolving user incidents and requests.

Our offer

Outsourcing

Outsourcing of the future

digital workplace 1

Service desk

The first point of contact for your users when they request IT support, our Service Desk acts as a form of unique help desk for all incidents and requests.

Located on your sites or in one of our Service Centres, this service desk aims to increase level 1 resolution rates, and to trigger level 2/3 or field interventions whenever necessary.

As well as standard communication channels (telephone, email, portal), our support service comprises other features and tools, such as an online chat service, virtual assistance, self-assistance, and collaborative spaces, with a view to better serve your users, increase their autonomy, and customize the services we offer in line with their profiles.


Business support

Our business support activities include functional support for applications as well as administrative support. In addition to our more traditional technical office automation support, this service allows you to respond to all your users' SOS business alerts from a single, centralized system.


Field-based support 

This covers all operational support/IMAC activities provided to your users across the entirety of their working environment (peripheral work stations, tablets, smartphones, telephone networks, etc.).

Conducted by technicians present on your sites (on-site services) and/or by field technicians (field services), depending on the size of your premises, these interventions are reserved for actions that cannot be carried out remotely and/or require specific expertise.


System and device management

Activities included within the framework of these services cover your users' work stations (fixed and portable), as well as all peripheral devices (tablets, smartphones, printers, fixed telephones, connected devices, etc.).

Through implementing your security policy, these activities allow you to ensure the homogeneity of your system (streamlining of licenses, management of your business environments, etc.), simplified user access to business data, and fast integration of new applications or operating systems.

 

Infrastructure Management

High infrastructure availability means continuous successful user experience. It directly impacts your users’ daily experience and is crucial for the performance of your employees. Our expertise ensures that your users and employees have simplified and secure access to their resources and data on an “any time, any place, any device” basis.


Supervision and Operation

Supervision activities involve automating recurring daily tasks that are inherent to the management of your infrastructures.

They allow you to detect and automatically forward alerts linked to a system or network incident, to supervise automated scheduling operations, and to anticipate breaking points within your infrastructures. These activities can also be extended to tool-based supervision, in which robots allow us to factually calculate and transcribe user experience.

Level 1 operation activities correspond to the monitoring of scheduling operations that cannot be automated or non-automated one-off controls. These activities guarantee the consistent high performance of your information system and the anticipation of necessary developments.

Administration and Engineering

Administration activities principally concern the management of non-procedure-related incidents that cannot be handled at level 1, as well as the management of standard changes (infrastructure evolution, integration of new services).

These services ensure capacity planning. The teams are responsible for developing level 1 operation and training procedures. In collaboration with the engineering teams, our team members accompany you in the management of your non-standard changes and monitor the correct application of security regulations on your infrastructures.

Innovation

Proservia a accéléré et structuré sa démarche d’innovation depuis plusieurs années. Celle-ci a franchi un nouveau palier en mai 2019 avec la signature d’une joint-venture avec Verteego, entreprise spécialisée dans l’intelligence artificielle. Cette alliance, nommée Peevee, a pour ambition de créer une nouvelle gamme de services cognitifs innovants et de révolutionner l’expérience du support IT.

Les investissements réalisés ces dernières années sur ces nouvelles technologies d’Intelligence Artificielle dans le cloud permettent à Proservia d’adresser à ses clients des solutions de digitalisation du support IT, des nouveaux services aux utilisateurs et un nouvel usage dans la consommation de ces services : autonomisation des utilisateurs, automatisation des tâches répétitives, accès aux informations pertinentes à chaque moment, où que ce soit, avec tout type de device.

Dans un objectif de transformation du support utilisateur pour une expérience augmentée, Proservia propose à ses clients la mise en place de portails multi-services intelligents et personnalisés sur la base des ITSM majeurs du marché (ServiceNow, EasyVista, Ivanti…). Accessibilité, personnalisation, services innovants sont autant de leviers qui concourent à faciliter l’adoption des nouvelles fonctionnalités par l’utilisateur et contribuent à favoriser l’attractivité, la rétention et l’engagement des talents.
Ces innovations sont portées par de vrais cas d’usage, issus de l’activité quotidienne de Proservia au service de plus de 300 000 utilisateurs conjugués à l’usage de la data par des technologies d’intelligence artificielle.

Communication et marketing de la DSI

Conduite du changement, définition et construction d’une image de marque DSI et projets, valorisation des savoir-faire, relations avec les métiers et partenaires, animation de communautés internes... : Pour vous permettre de positionner votre DSI au cœur de la création de valeur pour vos métiers, nos équipes conseil sont à vos côtés.

En réponse aux objectifs de plus en plus exprimés par nos clients relatifs à :

  • L’instauration d’un dialogue constant avec les utilisateurs et métiers ;
  • La valorisation des services de la DSI auprès des utilisateurs et métiers ;
  • L’amélioration de la satisfaction & le ressenti utilisateurs/métiers vis-à-vis du service rendu ;

Nous avons complété notre offre par un programme "Communication et Marketing de la DSI" nous permettant d’accompagner nos clients sur 3 composantes essentielles à la réussite d’un projet : la conduite du changement, la relation client, le marketing des services.

  • Award

    Proservia named "Best Supplier" by PSA Group for the quality of its services

    This award acknowledges the consistently high performance of Proservia's teams in terms of quality, cost, deadlines and responsiveness.
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    Technicien VIP chez Proservia
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    24/7

    A team committed to high-performance, continuous production, 24 hours a day, 7 days a week.

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    100% Pure Player

    A unique, integrated vision of user experience, driven by complementary expertise.

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    Innovation

    Our Innovation@Work programme: the potential of cognitive value within a working environment.

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    Présence

    10 centres de Services 24/7/365. 1 Centre Logistique et Intégration

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