Fujitsu, a global information and communication technology entity originating from Japan, provides a diverse array of technology products, solutions, and services. The primary objective of the company revolves around bridging people, technology, and ideas. In pursuit of this focal point, the firm aims to foster an environment conducive to universal progression and the realization of individual aspirations.
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The agents and supervisors manning the Service Desk
Service Desk Leaders (Support Staff) fully understand our environment, which is crucial during collaboration meetings with the Business Units. When a change order needs to be created, the negotiation process is streamlined and all suggestions are considered. Service Desk is empowered to contribute to the Knowledge Base which is used for self-service and first contact resolution leading to customer service excellence.
Very knowledgeable individuals who are reliable.
We don't do enough to try to build relationships with the remote agents.
Leadership above the Service Desk Leaders (Support Staff) has minimal knowledge of the account and there is no clear mentor for the team. This leads to miscommunication and lack of trust. Multiple projects have missed Go-Live dates due to Fujitsu not following up as quickly as they communicated they would in emails. We often have to ask for updates. There have been multiple leadership changes and Fujitsu has not promoted anyone within the account. Talented, upcoming leaders are being overlooked, impacting team morale.
Some difficulty staffing in prior years, but otherwise a very positive and great long-term partner.