CGI is proud to announce that we have been recognised by the Service Desk Institute (SDI) for 5-Star Service Desk Certification. We are the only organisation in the world to have achieved this standard in eight consecutive years, highlighting our commitment to providing outstanding service to our clients.

SDI’s Service Desk Certification (SDC) programme is the only industry, standard based accreditation programme designed specifically to certify service desk quality. The Global Best Practice Standard for Service Desk 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.

“During early December we completed the Service Desk Institute (SDI) 5* audit. The outcome of this audit saw the CGI Service Desk retaining its 5* accreditation status for the 8th consecutive year. Throughout an extremely challenging year the SDI were extremely pleased with the overall experience stating that is was a very positive and engaging audit even though it was fully conducted remotely” said Jayne Kennington-Arnold,Vice President of Digital Workplace Services at CGI.

She continued “Some very positive messages were shared including how impressed the SDI were with CGI’s maintained focus on member welfare and safety during the pandemic along with our overall response to the major changes and demands on the workforce and workplace. We have clearly made great progress during a very difficult year, taking on board new opportunities and ways of working for the future. It was a massive team effort and we are extremely proud of each and every one of our members.”

CGI’s Service Desk team is based in Bridgend, with smaller satellite locations at Solihull and the Scottish Borders, providing services to public and private sector clients across the UK. CGI is recognised by the Welsh Government as an important contributor to the continued economic development of Wales and has been awarded Anchor Company status.

Our award winning UK Service Centre, 700 analysts operate ITSM processes for over 200 clients, handling 2.7 million contacts, managing 60,000 changes and proactively addressing over 1000 service issues each year. We operate mature, standardised processes across all our services.

Find out more about the UK Service Centre by visiting our Advisory Services section or email us at