We are delighted that our UK service desk has been recognised again for its outstanding services to clients, having been awarded the Service Desk Institute’s (SDI) 5 star status for a thirteenth consecutive year.
This follows the service desk team’s continual success, including being honoured with the SDI Industry Recognition Award for commitment to service excellence back in March 2022. More recently, we won Large Business of the Year at the 2024 CNECT Wales awards, with several of our professionals, who we call CGI Partners, being recognised across multiple other categories. We were also recognised as finalists in various categories at the UK Contact Centre Forum National Awards 2024.
When confirming our 5 star status for 2024, SDI commented: “the desire to continually improve is at the heart of your success and will drive ever increasing value to your partners, customers and organisation.“
Highlighting our approach to customer experience, we have a +93% client satisfaction score, and always strive for higher levels of service excellence. As a result, after completing 3 days of rigorous auditing by the SDI, our service desk once again achieved the highest score ever awarded in the Service Desk Certification (SDC) programme - a remarkable 99.99%!
The SDI’s SDC programme is the only industry standard based accreditation designed specifically to certify service desk quality. This global best practice standard provides a set of clear and measurable benchmarks for IT service operations, some of which may not be found within other frameworks and standards such as ITIL or ISO/IEC 20000.
As the first service desk in the world to have achieved the SDI’s 5 star accreditation in 2012, we are proud that we have continued to uphold and build upon the world-class standards set. Our +400 service desk and service management analysts operate ITSM processes for over 80 public and private sector clients in the UK, handling more than 2 million contacts, managing 18,000 changes, and proactively addressing 800 problems each year.
The re-awarding of our 5 star status in October 2024 is a real testimony to the dedicated, hard work of our service desk’s CGI Partners. When presenting CGI with the Industry Recognition Award in 2022, the SDI recognised this commitment, noting that they “demonstrated exceptional qualities and exceptional achievements…CGI’s teams have consistently demonstrated the highest level of excellence achievable in the SDI’s Service Desk Certification (SDC) programme.”
If you’d like to find out more, please read our UK service desk brochure. Or you can explore how our Advisory Services experts can help you transform your organisation’s approach to customer services.
For general queries, please get in touch.
