The only outsourced service desk to achieve 5 star status
CGI (NYSE: GIB) (TSX: GIB.A) has been reaccredited with 5 Star certification for its UK service desk by the Service Desk Institute (SDI) for the third consecutive year. CGI remains the only organisation in the world to have achieved the 5 star standard in three consecutive years, which recognises the extremely high levels of client service provided by CGI.
CGI’s Service Desk, based in Bridgend, South Wales has expanded by 60% in the last year due to new business wins. As part of the reaccreditation, the SDI conducted a four day audit, in which CGI achieved 96.58% (up from 95.7% last year) against the pass mark of 75%. The SDI audit also includes interviews with clients and staff to understand how the service desk operates. Page Content
David Fitzpatrick, Senior Vice-President of Global Infrastructure Services at CGI, said, “This is a great achievement to have retained the SDI 5 star accreditation for the third consecutive year and I am really proud of our service team. We have consistently improved our high service scores year on year, demonstrating our commitment to the highest service standards and our culture of continuous improvement.”
“The values upheld and evidenced in the culture and behaviours across the teams have ensured that CGI continues to be successful and grow. CGI’s service led culture is extremely impressive and this is supported by the positive feedback from their customers. Continuing to maintain 5 star status in a year of change is tremendous and CGI should be extremely proud of this achievement. This is another brilliant result – congratulations and well done to the whole team,” commented Tessa Troubridge, Managing Director, SDI.
CGI’s UK service desk team supports around 180 clients across the public and private sector.
Founded in 1976, CGI Group Inc. is the fifth largest independent information technology and business process services firm in the world. Approximately 68,000 professionals serve thousands of global clients from offices and delivery centers across the Americas, Europe and Asia Pacific, leveraging a comprehensive portfolio of services including high-end business and IT consulting, systems integration, application development and maintenance, infrastructure management as well as a wide range of proprietary solutions. With annual revenue in excess of C$10 billion and an order backlog exceeding C$20 billion, CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Website: www.cgi.com.
About Service Desk Institute:
Founded in 1988 by Howard Kendall, the Service Desk Institute (SDI) is the leading authority on service desk and IT support related issues. SDI sets the standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community. It also offers the opportunity for international recognition of the support centre operation through its globally recognised Service Desk Certification audit programme. Acting as an independent adviser, SDI captures and disseminates. Website: www.servicedeskinstitute.com
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