We are delighted to share that our UK service desk has once again been recognised for outstanding client services, achieving a perfect 100% score as it was re-awarded the Service Desk Institute’s (SDI) 5 star status for a fourteenth consecutive year.

The SDI’s Service Desk Certification (SDC) programme is the only industry-standard 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.

After completing three days of rigorous auditing by the SDI, our service desk once again achieved the highest score ever awarded in the programme.

When confirming our 5 star status in 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.” This is highlighted by our consistent scoring – having achieved an unprecedented 99.99% last year, in 2025 we continued to drive for excellence and achieved 100%.

As the first service desk in the world to have gained SDI 5 star status in 2012, we are proud that we have continued to uphold and build upon the world-class standards set. The re-awarding of our status in October 2025 is a real testimony to the dedicated hard work of our service desk team.

The team was also honoured with the SDI Industry Recognition Award for commitment to service excellence in March 2022. At the time, SDI noted that we “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.”

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 1.5 million contacts, managing 35,000 changes, and proactively addressing 1,000 problems each year. Committed to service excellence, we have a +93% client satisfaction score.

 

Other recent successes

In 2025, the CGI UK service desk and our professionals – who we call CGI Partners – have been recognised across multiple categories at industry-recognised events such as the UKCCF and CNECT awards. 

Our wins are across categories including:

  • Large contact centre
  • Industry newcomer
  • Customer experience manager
  • Customer experience team
  • Senior leader
  • Support manager.

 

For more information

If you’d like to find out more, please visit our service desk page or read our brochure. Or you can explore how our Advisory Services experts can help you transform your organisation’s approach to customer services.

For any questions, please contact Jayne Kennington-Arnold.