User Support


As guarantors of our customers’ image, our teams serve users by responding to daily incidents and queries.
Whether based at a client site, in our Service Centers, efficacy and user friendliness are the keywords for our personnel from the time their services are requested until the incidents and user queries are resolved.

Our offer

Information management


The first point of contact for your users when they ask for IT support, our Service Desk works as a one-stop window for all their incidents and queries.

Either located at your facilities or in one of our Service Centers, this Service Desk aims to increase the first level resolution rate and escalate to level 2 or 3 or local interventions only when necessary. 
In addition to the habitual channels (phone, email, website), our support can be enriched with features and tools such as chat, virtual assistant, self-care, collaborative areas... always in a view to serve your users, increasing their autonomy and customizing the services offered in accordance with their profiles.



Our business support activities cover functional support for applications as well as administrative support within a single centralized unit in addition to more traditional technical and office support activities.



These activities cover all operational/IMAC support for your users for their entire work environment (workstations and peripherals, tablets, smartphones, telephony...).
Provided by technicians at your facilities (On Site Services) and/or by field technicians (Field Services) depending on the dimensions of your facilities, this local support work is for anything that cannot be handled remotely and/or requiring specific expertise. 



These services cover your users’ workstations (fixed and portable) as well as all peripherals present in their daily environment (tablets, smartphones, printing solutions, fixed telephony, connected devices...).
As guarantors of your security policy, these actions allow you to ensure equipment standardization (license rationalization, business environment control...), simplified access by your users to the company’s data as well as speedy integration of new applications or OS.

VIP Support

Proservia has designed an innovative custom service to assist our clients’ senior management.

This all-new VIP service completes our multi-specialist IT and Telecom offer. Flexible and ambitious, the service we offer adjusts to your situation and is capable of real-time adaptation to your needs to guarantee: 

  • Quick resolution of incidents and queries
  • Customized IT services
  • Needs anticipation
  • Immense flexibility

Our mission: to offer you excellent service in line with Proservia's know-how and soft skills. 



2 personal service lines which can be adapted based on our VIV and VVIP clients’ expectations. 

  • Dedicated VIP technicians on site to assist your VIP users
  • Super VIP facilitators: onsite service facilitators for VVIPS



A service that is dedicated to VIP needs and 100% adaptable to DSI clients’ usage and expectations, giving access to the best Technicians and Computer Engineers anywhere.

  • Talent recruitment
  • Training
  • Collaborative local monitoring
  • Shared challenges with our VIPs and our clients

Proservia has accelerated and structured its innovation programs in recent years. A new milestone was reached in May 2019 upon signing a joint venture agreement with Verteego, a company that specializes in artificial intelligence. This alliance, known as Peevee, aims to create a new line of innovative cognitive services and revolutionize the IT support experience.

The investments made over the last few years in these new Artificial Intelligence cloud technologies allow Proservia to offer its clients digital IT support solutions, all-new user services and new means of using these services: user automation, task automation, access to the right information at the right time anywhere and with any type of device.

With the goal of transforming user support to enhance the experience, Proservia encourages its clients to implement intelligent and custom multi-service portals based on the leading ITSM in the market (ServiceNow, EasyVista, Ivanti...). Accessibility, personalization and innovative services are just some of the levers that make it easier for users to adopt new features and help foster talent attraction, retention and engagement.
These innovations evolve from real use cases that come out of Proservia’s daily activities as it serves more than 300,000 users in addition to data collected from artificial intelligence technologies.

Knowledge Management
Knowledge Management

Proservia has created a methodology for Knowledge Management specific to our information management, for your company's IT System Department.

By setting up from now on the knowledge repositories of your information management, we have the necessary smart data for the development of products and services based on Artificial Intelligence in order to optimise the quality and performance of your current and future information systems.

The evolution from information management (incident and event management) to an information management that produces, manages and offers applied knowledge which is the essential and fundamental element of our approach to guarantee you :

  • The acquisition and reinforcement of your knowledge,
  • The enrichment and adaptation of your skills,
  • Improving the personalisation of skills for your benefit.


Our offer is based on 3 fundamental pilars - methodology, people and technology, to ensure that : 

  • Structure and consolidate your Knowledge Base, with our methodology,
  • Identify service desk contributors, proximity and other support groups,
  • Guarantee the quality control of Knowledge Records* (*Procedures, technical data sheets, operating procedures, etc...).

Our purpose : reduce your costs, improve user satisfaction and capitalize on your knowledge.


Our organisation is structured around :

  • 23 Knowledge Managers / Editors, 
  • Collaborative operation,
  • A common methodology adapted to your specific needs,
  • Functional governance,
  • Technical, specific procedures,
  • A central, federated knowledge base.
Incident Management
Incident Management

Proservia designed the IPK practice (Incident, Problem, Known error) in charge of incident management. It provides a solution to our clients needs by optimising the support chain, improving service quality and consolidating IT processes through a 360° vision.

A real differentiating factor through its innovative and industrial approach, the IPK based on the generation of quantifiable added value creates the conditions for service optimisation.

This Practice takes its name from the IPK management functionality, which includes the ITIL guidelines recommending the three levels, for the management of incidents, problems and known errors (IPK).



  • Technical assistance and/or outsourcing services: provision of certified and trained ITIL process managers in a systemic model with Knowledge Management,
  • Optimisation and management of incident and problem management processes, through objectives based on value generation and systematic evaluation of expected gains,
  • Participation in projects to transform or continuously improve services and processes,
  • Optimisation of the support chain and its industrialisation, improvement of the quality of service, ensuring that the user can once again obtain 100% of the services provided,
  • Securing the evolution of ITSM repositories by measuring process maturity: process re-engineering, process redefinition based on innovative technologies, optimisation through continuous improvement (iteration of recurring changements),
  • The increase of the Shift-Left approach, which makes it possible to identify easy and recurring ways of resolving incident tickets and service requests from users by transferring resolution from higher levels (N2, N3) to lower levels (N1) or even directly to the self-service user,
  • Our purpose : support our clients in rationalising their costs, modernising, improving service quality and user satisfaction in order to achieve alignment of services with business values.



  • A community of 25 Incident/Problem Managers, 
  • A documentary repository (Incident Manager Kit),
  • A collaborative operation equipped with tools, allowing interaction and continuous evolution,
  • A methodology around incident management, adaptable to different contexts and organisational models,
  • Functional governance, based on the maturity of the management system.
DSI Communication and Marketing

Change management, the definition and creation of a DSI brand and project image, the development of know-how, business and partner relations, internal community management...: Our consulting teams are right by your side so you can position your DSI at the core of value creation for your business.

In response to goals our clients have consistently mentioned relating to:

  • A need for constant dialogue between users and business,
  • The development of DSI services through users and business,
  • Enhanced user/business satisfaction & perception towards services rendered.

We’ve completed our offer with a “DSI Communication and Marketing” program allowing us to assist our clients with 3 essential aspects when it comes to the success of any project: change management, customer relations and service marketing.

  • Discover User Support by Proservia

    Our solutions for your users in 2 minutes 30 seconds
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  • Meet Guillaume

    VIP Technician at Proservia
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Why Choose Us?

  • 24-7 picto


    A team motivated by performance and constant production

  • certifs picto


    ISO 9001 v2015 certifications. International standard ISO 27001. CEFRI

  • user picto


    Managed daily by our teams throughout France

  • presence picto


    10 Service Center: 24/7/365. 1 Logistics and Integration Center

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Proservia joins "AWS - Network Partner"


The Telecom offer by Proservia