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%.
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