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Next Generation Service Desk

Next Generation Service Desk

The Fujitsu IT service desk - delivering a personalized, contextual and innovative support experience

Fujitsu is a market-leading managed service desk provider, with extensive experience of delivering end-user services on a global scale. We have;

5 delivery centers world-wide - Portugal, Poland, Costa Rica, Malaysia and the Philippines, delivering multilingual support covering more than 30 languages
local service desks providing 24/7 access and support to customers in over 160 countries

Today’s service desk needs to be proactive as well as reactive. With Fujitsu’s next-generation service desk Social Command Center (SCC), we do far more than just resolve issues, we identify the underlying cause and prevent problems from ever happening again. Using our Sense and Respond approach we apply what we learn from user feedback, to constantly develop new ways to improve processes.

To find out more, download the service desk brochure. (738 KB)

Fujitsu has been positioned as a leader in Gartner’s Magic Quadrant for Managed Workplace Services, Europe (Gartner, Gianluca Tramacere et al, 11^th January 2017)*. Fujitsu achieved highest placement for its ability to execute in the leaders quadrant.

Video: Fujitsu's next generation service desk

The future of service desk management – Fujitsu Social Command Center.

Our Social Command Center offers so much more than the current standard service desk model. It’s a user centric support service powered by AI, virtual assistants and cognitive learning. We deliver a 24/7/365 personalized support service, through a single point of contact, to empower users to self-serve and quickly get back to being productive.
Our Social Command Center provides;

a personalized user experience - from your skill set, to recognising your device, to remembering previous requests
access and support at any time, from any location, on any internet-connected device
one simple interface to deal with all requests
fast resolution – takes minimal effort to find an answer and little input is required by the user
24/7 problem resolution - which is a massive benefit to users working outside core business hours
a standardized point of contact across multi-channels
instant multi-device support
support for all business needs from human resources to IT

We are constantly innovating and adapting our service desk offering, to ensure that it evolves to meet your business needs both now and well into the future.

Why outsource your service desk to Fujitsu?

Our Next Generation Service Desk makes use of emerging technologies and perfectly aligns with your changing user demands. It can either be integrated into our end-user services portfolio, or if preferred, used as a standalone. In addition, you can balance cost and service by choosing either a dedicated or shared service desk, or you can combine elements of both. Benefits include;

increased cost efficiency - many issues are handled by technology or automated
increased productivity - users have support to work anywhere, at any time, on any device
increased user efficiency - self-service issue resolution
reduced downtime - users can self-remediate

In partnering with us you gain access to expert around the clock support.

Fujitsu-TRIOLE^®

We use TRIOLE^® for ServiceNow for our core set of service management processes and toolsets. It’s a shared SaaS toolset delivered from regional centers in Asia, Europe, Oceania and the Americas, that offers best practices based on an automated, standardized and ISO/IEC 20000-compliant approach.

Managed service desk case study – Legrand

For French manufacturer Legrand, we provide globally consistent, 24/7/365 service desk support to 12,000 end-users in 23 countries.
Our solution, delivered from our service desk in Portugal, supports 10 languages and is multi-channel across phone, e-mail, web-chat and fax. Users are provided with a single point of contact for all their IT questions, which ensures user satisfaction and high levels of productivity.

Find out more

* Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.