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  6. Fujitsu Finland wins Service Desk of the Year award

Fujitsu Finland wins Service Desk of the Year award

The jury appreciated good management, processes, high customer satisfaction and systematic operations monitoring.

Helsinki, syyskuu 07, 2016 Fujitsu Finland Oy has won Service Desk of the Year title in a competition organized by HDI Nordic Oy. The victorious team is SD 24/7, a team that works around the clock on every day of the week. All in all, the team consists of 16 user support professionals. The winner was announced and awarded at the Yhteys 2016 conference in Helsinki on September 7. 

The jury’s key criteria were good management, personalized orientation plans, effective processes, high customer satisfaction and intensive, real-time monitoring. According to the jury, Fujitsu’s service chain management is a perfect example of the trendy SIAM (Service Integration and Management).

Fujitsu has won the title as many as four times, the previous ones in the early years of the millennium. Fujitsu is the only organization to win this many times in HDIN’s annual competition.

”This was the first time this decade that we participated in the competition. With the competition getting tighter each year, we are very happy to achieve this accomplishment. It proves that our continual development efforts are bearing fruit. We apply the Lean methods, always aiming to resolve support requests as fast as possible and as close to the end-user as possible. We also utilize automation and self-service whenever possible and sensible,” says Janne Kalliomäki, Head of Service Desk Nordic, Fujitsu.

The SD 24/7 team works in three shifts around the clock. A new team member always starts in day shifts, and before taking on any night shifts they work evening shifts. After night shifts the staff get time off to recover properly. The strain of the job, such as the effects of overtime, is systematically monitored.

It is said in the final report by HDI Nordic that the resolution rate of Fujitsu’s service desk is unique in comparison to the fellow competitors. Also the team’s customer service skills were greatly appreciated. In addition to technical knowledge they have “an eye for tackling different situations”, the report says.

”The effective team work of the SD team received praises. The team members felt that working with people they get along with makes working enjoyable. Also, they felt the work is varied, as it has developed a lot over the past years. Previously it was all about recording the contacts, now we also resolve them. I would like to thank our entire Service Desk and the SD 24/7 in particular for their excellent work, of which this recognition is a splendid proof,” Kalliomäki says.

Press contacts
Satu Pelttari, Communications Director
Tel. +358 45 7880 9624, satu.pelttari (at) fi.fujitsu.com

About Fujitsu

Fujitsu is the leading Japanese information and communication technology (ICT) company offering a full range of technology products, solutions and services. Approximately 156,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.7 trillion yen (US$41 billion) for the fiscal year ended March 31, 2016. For more information, please see http://www.fujitsu.com

Date: 07 syyskuu, 2016
City: Helsinki