Help Desk Institute Nordic selected Fujitsu Finland's Help Desk the Help Desk of the year 2006. The primary criteria were high quality and consistent development.
Fujitsu's Help Desk received the award also in 2000 and 2003, an achievement attained by no other organisation in Help Desk Institute's yearly evaluation.
According to criteria, Fujitsu's Help Desk has been able to retain an exemplary quality level year after year and to develop its customer support with an innovative approach. In reviewing and improving its user support function, Fujitsu uses comprehensive and in-depth metrics and all-round reporting. Gathering instant feedback in the form of a customer satisfaction survey after each service request belongs to Fujitsu's standard procedure.
What the jury also appreciated was the strategic management of the Help Desk, where the company's executive management have a barometer at hand, consisting of explanatory metrics. What's more, Fujitsu's processes are subjected to constant evaluation and development. The well-oiled processes have been conformed to the ITIL® (ITIL® is a Registered Trade Mark of AXELOS Limited) structure to enhance learning by external comparison and to be in line with the de facto standard.
"I'm thrilled to see how our systematic effort in developing our Help Desk receives public recognition. We certainly know we're doing a great job, and it's wonderful that others begin to see it, too! After all, it's all comes down to the people who do the actual work, and we do have a magnificent team", says Director Hemminki Sääksjärvi of Fujitsu Core Services.
Fujitsu's Help Desk handles more than a million service events per year. The approximately 110,000 service requests come from workstation users and 30,000 from tele services users. Fujitsu's biggest Help Desks are located in Helsinki, Vaasa and Tampere.
Director Hemminki Sääksjärvi, Fujitsu, tel. +358 45 7880 9608
Date: 07 syyskuuta, 2006
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