Fujitsu Service Desks enable the delivery of a consistent, high quality service globally to your end-users, whilst driving out cost.
For many organisations, delivering Service Desk support, providing incident management and meeting user demands effectively is costly and resource intensive. The challenges multiply when operations span multiple countries, time-zones and language requirements.
We believe Service Desks lie at the heart of delivering a compelling service and typically influence how the IT function is viewed across the organisation. As a result, by outsourcing the provision of IT helpdesk and other Service Desk services to Fujitsu, we’re committed to delivering the highest quality user experience.
We achieve this using Sense and Respond, our implementation of lean in a service environment that focuses on understanding what matters to your business so that our people can continually find better ways to deliver it.
Our agents are empowered not just to fix problems, but to identify the root cause. It prevents the problem recurring and reduces user downtime.
Our ‘Shift-Left’ approach also seeks to automate key processes and proactively reduce the burden of support. For instance, we empower users to self-serve by fixing common and easy to solve problems themselves, such as password resets, and use remote management tools to identify potential issues before they impact on user performance. This brings solutions closer to the user making the resolution cheaper and faster – at the same time, improving user satisfaction.
Through TRIOLE for Services, all our global Service Desks work to the same processes and standards, on a common toolset compliant with the ISO/IEC20000 international standard. It ensures we operate to best practice principles and deliver exemplary service quality.
In addition, you get a service that continuously improves and evolves in line with your organisation’s needs. Service Desks can be provided as a standalone service – or as an integrated part of our Managed Desktop service.
Fujitsu is positioned in the "Leader quadrant" in Gartner’s latest Magic Quadrant reports assessing Desktop and Help Desk Outsourcing services in Europe.
The 2010 Gartner reports "Magic Quadrant for Desktop Outsourcing, Europe" and "Magic Quadrant for Help Desk Outsourcing, Europe" positions vendors based on their "ability to execute" and their "completeness of vision". According to Gartner, "Leaders are performing skilfully. They have a clear vision of the market's direction and are developing competencies to maintain their leadership. They shape, rather than follow, the market."
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