Helpdesk Services

High availability of ICT infrastructure represents a major issue for organizations. This is particularly more important for companies that operate across a number of different business sites or offices or have vast network of users. This is why more corporations have "empowered" ICT service providers to deliver their products and services as their customers demand for it.

The helpdesk services from Fujitsu Philippines, Inc. (FPI) is very flexible in the provision of first line technical support for basic PC, server, and other ICT related requirements or needs. It gives a single point of contact for phone support, customer assistance, routing, monitoring, call logging, and call management service.

FPI brings in its helpdesk system infrastructure and its management and operational expertise in resolving various customer support needs. These infrastructure and expertise include hardware facilities, helpdesk-managed service, and call management system.

With FPI's helpdesk services, FPI provides the three key elements of the successful Help Desk Center - PEOPLE, PROCESSES and TECHNOLOGY.

Reliable Service

In today's service-oriented environment, more organizations are putting a premium on reliable and efficient helpdesk service.

Helpdesk Services enable you to:

• Focus on core business activities thus enhancing productivity and efficiency in daily activities
• Have minimal business disruption and maintain high customer satisfaction level
• Fully exploit the benefits in keeping up with the latest trend in the ICT industry.

Maximum Business Benefits

Our local and global experience in providing ICT Helpdesk Services provides our customers with the right service at the appropriate service level. Through this, you will realize maximum business benefits while keeping the Total Cost of Ownership (TCO) at a minimum.

We developed helpdesk services with a mindful understanding and assessment of your ICT operations. We continuously reassess and improve the services based on the statistical information regularly gathered through the helpdesk call management database. This proactive problem management is a key driver to improved organizational efficiency. With a comprehensive set of Customer Relationship Management (CRM) and technical tools, we will identify and solve issues so that it does not interfere with your daily tasks.

The comprehensive suite of helpdesk services capabilities

Our helpdesk services will support your ICT platforms the way you define it: from providing problem management and resolutions services to most multi-vendor products available in the market, vendor management, and from customized applications systems and platforms to the most comprehensive productivity center type of helpdesk service. This support can start from:

Basic ICT Helpdesk:
Hardware - Intel Servers, PC, Notebooks, Printers
Software - Windows OS, Microsoft Office Application
Local Area Network
Internet

Proprietary/Customized ICT Helpdesk for larger implementations including:
Proprietary Hardware - Servers, POS, Scanners, and other ICT equipment
Software - Customized applications and other ICT software applications

Key features of Helpdesk Service include

7 days x 24 hours, 365 days a year service availability (optional) Helpdesk Hotline for first line technical support by certified engineers available Latest call center technologies such as:

• Redundant PBX system
• Call Accounting
• Interactive Voice Response System (optional)
• Automatic Call Distribution
• Voicemail facility
• Comprehensive Call Management system

Computerized call logging and reception with agreed call response target, and call escalation and management Access to knowledge base and call history.

With FPI helpdesk services, your company immediately acquires

• Ready access to a pool of world-class ICT professionals
• Direct access to precise technical advice
• Access to the latest helpdesk technology
• Faster and effective delivery of service
• Tested processes to meet global standards
• Commitment to long-term relationship
• Improved productivity of your ICT group
• Low operational cost and reduced total cost of ownership