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Servicedesk 10 years in Estonia

AS Fujitsu Estonia started to offer the service desk service in August 2007. By the end of 2007 they had 16 IT-specialists in work and a handful of Finnish and Estonian customers. In 2009, service desk grew to as big as 67 workers and had 4 different teams with leaders, servicing in 3 different languages. Since that time service desk has flare out - today it has 160 workers in Tallinn and in Tartu and they’re servicing in 9 different languages: Finnish, Swedish, Norwegian, Danish, Russian, English, Latvian, Lithuanian and Estonian.

What is the service desk goal? “Easy speaking, it’s prime goal is to provide customers with service in such a way that customers do not have to worry about the daily peaks of the IT-related subjects, but can be able to concentrate on doing their business,” tells HR specialist Kristel Talisainen. 

“In ITIL, the service desk function performs a number of critical tasks. To say it is simply the traditional help desk renamed does not do the service desk justice. Service desk: single point of contact (SPOC). In many respects, the service desk's role as the single point of contact is one of the most important facets because the service desk is the company’s face. In other words, the professionalism, communication skills and overall attitudes of service desk personnel will reflect upon the entire IT organization and serve as the measure by which all of IT will be judged,” she explains and adds: “Service desk has to own every ticket raised, and follow its lifecycle from beginning to customer confirmation that it is resolved satisfactorily.”

There are many teams in service desk and a lot of the IT-specialists get soon different possibilities and career opportunities. For example Maike’s one of the biggest achievements is that she was promoted Service desk Team Manager: “I got promoted to a service desk Team Manager position. It is nice to know that the company you work for values your skills and competencies and provides possibilities to evolve. In addition to professional skills, I feel really strongly that I am appreciated as an individual and I fit in to our Fujitsu family.”
He strongly values the importance to take charge and see potential in even the smallest things: “Fujitsu offers opportunities to grow and challenge myself daily. In more specific examples we provide IT-support and services to our customers and we strive to do it in the best way possible. In my daily job, in addition to obligatory tasks like wages, work schedules, vacation planning etc., I also try to motivate, be productive and innovative. “

“In a highly competitive world it is sometimes hard to make yourself be seen among others equally competent, you have to be proactive and open to new possibilities. If you learn to do this in daily life, it will give you advantages in the ever-changing environment where we must orientate in,” Maike says and adds: “Some rivalry is healthy and may even give you a push that you need to get out of your comfort zone.”

People are different. “Working in a stressful environment can bring out the best, but also the worst in people. Service desk is one of the rare organizations where employees prefer the open space work environment, because it is very beneficial if groups can be put together in the same open space,” says Kristel and adds: “This job suits for a person who values teamwork, who is not afraid of multitasking and communicating with clients.”

Gitte says that her biggest improvement while working in Fujitsu has been the communication and working with different kind of people. “A big achievement has been a promotion from IT specialist to Process Controller and from there to become the Team Manager. I am very happy that I have personally improved through these rolls in this job and company. I have gotten to progress inside Fujitsu and every position has taught me something about myself, Fujitsu and other people.”

You can consider yourself having a good career, when you have taught to communicate and ace community of interests. “Fujitsu is a big global company where are a lot of opportunities to learn and also get promoted. If you have the desire - you are going to be in stock in the job market, more then you were before you came to work in Fujitsu,” knows Talisainen to tell.

In our service desk, where average age of employees is 33 y, are working side by side agents with different ages. Some of them are mid-twenties, building up their career beside the university studies, some of them are bit older enjoying working in stable environment  getting better in what they are doing daily bases.

 “Service desk is a good platform to start your career and also make changes in your existing career, if you speak a foreign language, why not to build your career out of it and learn a new subject, at the same time how to work in a team and in international projects. A lot of our best workers do not have an IT background,” she adds.

Service desk is like a kitchen in a Michelin star restaurant. “Different orders come to the kitchen and it is the kitchens job to offer the best product and service. It is the place where you have the room to test. At the same time the head chef (Service desk department manager) instructs the whole kitchen and its team of sous-chefs, so they would be as professional as they could. In the kitchen working, studying, experimentation, co hand-in-hand, but there is not much room to be wrong. You have to be quick, passionate, witty,” says Talisainen.