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.
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.
*correct as of December 2014
Fujitsu has once again been positioned by Gartner, Inc. in the ‘leaders’ quadrant of the latest Gartner Magic Quadrant: End-User Outsourcing Services, Europe1. This the second consecutive year that Fujitsu has been recognised as a ‘leader’ in terms of its ‘completeness of vision’ and ‘ability to execute’ in this annual study. Furthermore, in the 2014 edition of the report, Fujitsu is now positioned the highest for ‘ability to execute’.
For more information see the press release.
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