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Service Desk

Fujitsu Service Desk

At Fujitsu, we believe the Service Desk lies at the heart of delivering impeccable service. It provides the much needed insight to ensure the service improves and evolves, whilst always meeting and exceeding your expectations and those of your users.

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.

Download the Service Desk Brochure
we have the global and local presence needed to best serve our clients and act as a single virtual Service Desk, wherever and whatever the scope or scale of your business.

Delivering a high quality user experience

Service Desk Infographic

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.

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.

  • Over 70 customer accounts
  • 12 service desk locations in 10 UK & Ireland towns/cities
  • Over 600 employees
  • Over 3 million contacts per year

*correct as of November 2012

  • Over 30 supported languages
  • 5 Major Global Delivery Centres
  • Over 2500 employees
  • Handling over 17 million contacts
  • For over 1100 customers
  • Supporting private and public sector organisations
Want to know more about Fujitsu's Service Desk services? Call us on +44(0)8702427998 or email ask.fujitsu@uk.fujitsu.com

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.