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Service Desk

Compelling, competitive and differentiated delivery

We are convinced that Service Desks play a key role in shaping how IT is viewed across an organization and directly influence the end user experience. Thus outsourcing your Service Desk to an experienced partner can have a positive and far-reaching impact on user satisfaction and employee productivity.

At Fujitsu, our Service Desk agents are committed to delivering exemplary service quality for the best possible user experience. They are empowered not just to fix problems, but to identify root causes. This avoids recurring problems and eliminates unnecessary user downtime.

Our ‘Shift-Left’ approach automates key processes and proactively reduces support effort by encouraging users to self-serve and fix common problems such as password resets. Remote management tools and our lean service management methodology enable our Service Desk agents to quickly and cost-effectively identify potential issues before they impact on performance, again improving user satisfaction. Results experienced by some customers include demand reduction of 20% and first time fix increase from 18% to 65%.

Why choose Fujitsu to outsource your Service Desk?

  • Fujitsu has been positioned by Gartner, Inc. for 2012 in the “leaders” quadrant of the Gartner Magic Quadrant report: European Helpdesk Outsourcing. This is Fujitsu’s fourth year in the “leaders” quadrant!
  • Our TRIOLE® Service Management toolset gives you the benefit of best practices based on a standardized, automated, ITIL-informed and ISO/IEC 20000-compliant approach to Service Management anywhere around the globe.
  • Service Desks can be provided as a standalone service – or as an integrated part of our End User Services.
  • As the world’s third-largest IT organization and experienced system and service integrator, we have 5500 agents supporting some 1800 customers and over 3.2 million end users.
  • We have 5 Global Delivery Centers based out of Costa Rica, Portugal, Poland, Malaysia and the Philippines – all strategically placed to ensure a “follow the sun” approach to fit even the most complex scenarios.
  • Our multilingual teams support up to 41 different languages.