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Next Generation Service Desk – Social Command Centre

Fujitsu Managed Service Desk delivers forward thinking, innovative, personalised support

Fujitsu is recognised as a world leading service desk service provider, with vast experience and expertise in delivering pro-active support to customers around the globe.

  • worldwide we have 5 delivery centres
  • we deliver 24/7/365 service desk services to over 160 countries,
  • we provide multilingual support in more than 30 languages.

The future of service desk management - Fujitsu Social Command Centre

At Fujitsu, we understand that the modern service desk must offer predictive support and pro-active services that are capable of resolving problems well before they arise. With Next Generation Service Desk, we identify potential problems and discover their underlying cause before they disrupt business processes. Using our ‘Sense and Respond’ approach we take end-user feedback and use this to make continual service desk improvements.

Our Social Command Center is so much more than a standard service desk model. It provides 24/7/365 personalised user centric support powered by; virtual assistants, AI and cognitive learning, and it empowers end-users to self-serve and quickly get back to work. It offers;

  • instant multi-device support
  • one simple interface for all requests
  • one single point of contact across multi-channels
  • access and support on any device, from anywhere, at any time
  • rapid 24/7 incident resolution requiring minimal end-user input
  • personalised user experiences
  • support for all business needs

Why choose Fujitsu managed service desk services?

With our Next Generation Service Desk, you are enabled to balance service and cost with the option to choose from either a shared or dedicated service desk.

  • increased cost efficiency – automation of issue resolution
  • increased user efficiency – self-service issue resolution
  • increased productivity – users can work in any location, on any device, at any time
  • reduced downtime – rapid self-remediation means users don’t need to wait for support

We use TRIOLE® for ServiceNow service desk management processes and SaaS toolsets, which offers best practice based on an automated and standardised ISO/IEC 20000-compliant approach.

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

British American Tobacco - Fujitsu service desk case study

For British American Tobacco (BAT), the world’s leading tobacco group, Fujitsu migrated over 100 local support operations into one single global service desk capable of supporting 35,000 users in over 14 languages. BAT now uses just one tool to gain enterprise wide visibility of its IT estate.

Contact Fujitsu to find out more about the benefits of using our Next Generation Service Desk – Social Command Centre.

Want to know more about Fujitsu's Service Desk services? Call us on +353(0)1 813 6000 or email