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Next Generation Service Desk

Fujitsu IT Service Desk delivers a personalised, innovative and forward thinking support experience

We understand that the modern service desk must do far more than just react to issues as they arise. It needs to offer pro-active services and support capable of predicting and resolving problems well before they happen.

Our Next Generation Service Desk - Social Command Centre (SCC), identifies potential problems and their underlying cause, before they become an issue and disrupt business processes. Our Sense and Respond approach incorporates learnings from end-user feedback to make continuous service desk support improvements.

Fujitsu’s Social Command Centre is the future of service desk management

Our Social Command Centre offers far more than the standard service desk model. We provide 24/7/365 personalised user centric support services, that are powered by virtual assistants, AI and cognitive learning delivered through a single point of contact.

Our Social Command Centre makes use of emerging technologies and aligns perfectly with changing user demands. End-users are empowered to self-serve with ease, enabling them to quickly get back to work. It delivers:

  • a simplified way to provide support that puts focus on the end user
  • a consistent user experience across all contact channels
  • access and support at any time, from anywhere
  • availability across multiple devices
  • personalised user experiences with contextual engagement – devices and previous requests are remembered

At Fujitsu we are constantly innovating and developing our service desk offering, to ensure that it meets your business needs well into the future.

Why choose Fujitsu as your managed service desk provider?

Our Next Generation Service Desk can be used either as a standalone, or it can be integrated into our end-user services portfolio. We enable you to balance cost and service, by choosing either a dedicated or shared service desk, or if preferred you have the option to combine elements of both. Benefits include:

  • increased productivity – support from many devices, any location, any time
  • increased cost efficiency – end user adoption and utilisation drives less dependency on expert agents being available
  • increased user efficiency – self-service with minimal clicks to resolution
  • reduced downtime – rapid self-remediation means users don’t need to wait for support

When you partner with Fujitsu you gain access to 24/7 IT service desk expertise and support.

Fujitsu is a world-class service desk provider, with expertise in delivering pro-active support services to customers on a global scale.

  • World-wide we have 5 delivery centres, located in Poland, Portugal, Malaysia, Costa Rica and the Philippines.
  • We have local service desks in over 160 countries, providing 24/7/365 access and end-user support.
  • We deliver multilingual support in over 30 languages.

We use TRIOLE® for ServiceNow service desk management processes and SaaS toolsets, which we deliver from regional centres in Europe, Asia, the Americas and Oceania. TRIOLE® offers best practices based on a standardised, automated, ISO/IEC 20000-compliant approach.

For the last three years we have been recognised as a leading provider of end-user outsourcing services by Gartner Magic Quadrant. We are positioned at the highest possible level for ‘completeness-of-vision’ and ‘ability-to-execute’.

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

* 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.

Fujitsu managed service desk case study – British American Tobacco

For the world’s leading tobacco group, British American Tobacco (BAT), we transitioned over 100 local support operations into a single global service desk supporting 35,000 users in 14 languages. We migrated 96 countries to a new service desk based on Fujitsu TRIOLE® in just nine months. Users have 24/7 access to pro-active support services regardless of their location. With just one tool, BAT now has visibility of its entire global IT estate.

Read more about the benefits BAT have gained by partnering with Fujitsu.

White Book next generation service desk (1.22 MB )

Want to know more about Fujitsu's Service Desk services? Call us on +44(0)8702427998 or email ask.fujitsu@uk.fujitsu.com