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 twelfth 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 in March 2022, and more recently being recognised across multiple categories at the UK Contact Centre Forum National Awards 2023

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 1.5 million contacts, managing 18,000 changes, and proactively addressing 800 problems each year.

Highlighting our outstanding 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.

The re-awarding of our 5 star status in December 2023 is a real testimony to the dedicated, hard work of our service desk members. 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 about our UK service desk, please read our brochure.  Or to explore how our Advisory Services experts can help you transform your organisation’s approach to the customer services, take a look at our Digital Services Support Centre proposition

For general queries, please email us at enquiry.uk@cgi.com.