Service Desk

Delivering a consistent and compelling IT service experience

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 "Leader quadrant" in Gartner’s latest Magic Quadrant reports assessing Desktop and Help Desk Outsourcing services in Europe for the 4th year in succession. For more information see the link on the left to this year’s Gartner report.

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Case Studies
Insights & Opinions

Specsavers: Support and Maintenance of IT Infrastructures: Specsavers worked with Fujitsu to introduce a three year support contract that would cut costs, reduce administration and simplify the support service. Read the case study.

Electrolux Case Study: Electrolux selected Fujitsu as its partner to provide a complete end-to-end managed IT workplace service for all of Europe, including Russia.

European Commission: IT helpdesk supply: Fujitsu supply the European Commission with a range of IT services, including an IT helpdesk, which is responsible for on site support of the complete IT infrastructure.

Insights & Opinions

IT Service Desk management: Everyone wants answers - and the quicker the better. Enhancing the management of knowledge at the Service Desk is helping to achieve this goal.