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Service Desk
Compelling, competitive and differentiated delivery
We believe that service desks play a key role in shaping how IT is viewed across an organization and directly influence the end user experience. So 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 problems recurring 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 help users 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%.
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 problems recurring 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 help users 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 manage your service desk?
- Fujitsu has been positioned as a leader in the Gartner Magic Quadrant for Helpdesk Outsourcing respectively End User Outsourcing Services in Europe for the fifth time.
- Our TRIOLE® service management toolset gives you the benefit of best practices based on a standardized, automated, ITIL® (ITIL® is a Registered Trade Mark of AXELOS Limited)-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.
- We have 6 global service desks based in Portugal (Lisbon), Poland (Lodz), Costa Rica (San Jose), Malaysia (Kuala Lumpur), Morocco (Rabat), and Philippines (Manila) – all strategically placed to “follow the sun”.
- Our multilingual teams support more than 40 different languages.
- Fujitsu is one of the world’s leading IT services organizations and our service desk supports more than 2000 customers worldwide answering more than 1.5 million calls per month.
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Download The future of Service Desks - Vision Whitepaper (578 KB/A4, 8 pages)
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Case Studies
- At retail specialist Wilko, a five-year managed network and service desk agreement ensures availability, reduces the risk of operational downtime and accelerates the PoS digital transformation
- Operations of hybrid infrastructure and security services make communications between colleagues and customers at VTT research institute much faster, more productive, and lead to new innovations
- ePortal technology combined with Robotic Process Automation helps Bâloise Assurances Luxembourg to provide a better service to customers and partners, also optimizing their experience with web-based portals and platforms
- Chilean beverage company CCU increases data center availability and improves response time with PRIMEQUEST 3800E server and DX200 storage cluster solution
- New automated mobile apps and Robotic Process Automation support coaches and back-office of Rock2Recovery, in order to refocus and save veterans’ lives