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Service Desk

Service Desk

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 customer 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, organisations benefit from our committment 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 their root cause and prevent problems recurring resulting in reducing user downtime and increasing the effectiveness of your organisation.

Service Desk Facts

  • Over 100 customer accounts on 26 service desks
  • 12 service desk locations in 10 towns/cities in UK&I
  • Over 600 service desk employees
  • Annual Incident volumes of 3.1 million
  • Over 1.2 million end users supported

Alongside our Sense and Respond methodologies our ‘Shift-Left’ approach also seeks to automate key processes and proactively reduce the burden of support. Bringing solutions closer to the user, making the resolution cheaper and faster and at the same time, improving user satisfaction.

All our global Service Desks work to the same processes and standards, on a common toolset compliant with the ISO/IEC20000 international standard. This ensures we operate to best practice principles and deliver exemplary service quality, providing 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 “leaders” quadrant of the of the Gartner Magic Quadrant: End-User Outsourcing Services, Europe for 2013 having held a leadership position for the past four years in both the Gartner Magic Quadrant: European Helpdesk Outsourcing and Gartner Magic Quadrant: European Desktop Outsourcing. 

For more information see the press release.

Watch the service desk video to find out more.

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Insights & Opinions

  • How Knowledge Sharing is improving the Service Desk

    Everyone can think of a time when IT just wouldn’t do what it was meant to. No matter how simple or how complex, a quick resolution is required. Service Desks are dealing with this challenge by transforming how they manage knowledge.