Munich, December 13, 2012
Fujitsu today releases annual statistics showing that its European helpdesks handle a call for assistance every two seconds on average, 365 days a year. Of more than 3.3 million supported customers, the typical user requests assistance every 60 days. Fujitsu helpdesk staff field an average of just over 50,000 calls a day, with the number one problem being forgotten passwords. This year’s busiest day was January 9, with more than 75,000 calls coming in from workers returning to the office after the Christmas break.
Two of Fujitsu’s five Global Service Desks are located in Europe – in Lisbon, Portugal and Lodz, Poland. Both are multi-lingual, with operators providing assistance in some 23 European languages, and 90 percent of calls are answered within a maximum of 20 seconds, most of them immediately. The Global Service Desks are supported by a European-wide network of 16 local Service Desks, which handle more specialized problems and troubleshooting. In total, Fujitsu’s European helpdesk workforce numbers more than 3,500.
Fujitsu also manages more than 60,000 production servers holding almost 50 petabytes of storage, including thousands of users’ virtual desktops. To store all this data on 4GB USB sticks would require a chain of USB drives that stretched from the Earth to the Moon and back (384,000km each way, on some 12.8 million 6cm long USB drives).
Underlining Fujitsu’s competence in providing best-in-class managed services, independent research company Gartner named Fujitsu as a leader in three of its recently-published Magic Quadrant reports: the Gartner Magic Quadrant for Data Center Outsourcing and Infrastructure Utility Services, Europe1, and 2Gartner Magic Quadrant for Help Desk Outsourcing, Europe, Gartner Magic Quadrant for Desktop Outsourcing, Europe3. These reports are available for complimentary download from Fujitsu’s Managed Service web page until January 31, 2013.
Juan Maria Porcar, Head of Services Business Group at Fujitsu Technology Solutions
“From Arabic to Welsh, Fujitsu’s multi-lingual Service Desk teams work around the clock to ensure that our customers’ ICT problems or challenges are solved as quickly and easily as possible, and enabling end users to concentrate on their job without any loss in productivity. As people return to work after the Christmas holidays, we’re making preparations for January 7, 2013, which we expect to become ‘forgotten password Monday’.”
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1Gartner, Inc., Magic Quadrant for Data Center Outsourcing and Infrastructure Utility Services, Europe, July 12, 2012;
2Magic Quadrant for Help Desk Outsourcing, Europe, August 29, 2012;
3Magic Quadrant for Desktop Outsourcing, Europe, August 21, 2012.
Dr. Laura Bonamici
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