Digital operations are critical to your organisation’s success. Your service desk needs to do more than simply resolve IT issues – it must be a catalyst for improving productivity, enabling innovation, and ensuring a seamless user experience. CGI’s service desk stands out as a trusted partner for organisations seeking reliable, efficient, and proactive IT and enterprise service management.
We understand the intricate demands of service desk efficiency and excellence, and the wider impact on your operations, service delivery, employees, and end users. Our solutions address pain points directly, providing scalable, innovative, and people-focused support that aligns with your specific organisational objectives to drive measurable outcomes.
We answer over 80% of calls in 20 seconds or less, with more than a 95% first-time fix rate.
Our user-centric, experience level agreements (XLAs) approach aligns every interaction with user needs, fostering trust and a +93% satisfaction score.
Our AI and analytics tools encourage proactive resolution and automate routine tasks, reducing operational costs and freeing up resources to focus on strategic priorities.
Predictive analytics and real-time insights identify potential issues before they occur, minimising service disruptions for users who can rely on consistent IT performance and dependable support.
Explore how our service desk can transform your user experience and support your organisation’s strategic goals
We understand that cost efficiency is paramount. Our service desk uses AI to automate repetitive tasks and streamline workflows. The result? More affordable IT support with a higher return on investment (ROI).
We use cutting-edge tools like AI-powered automation, integrated touchpoints, and predictive analytics to identify and resolve potential issues before they impact your organisation, minimising downtime and reducing operating costs.
This advanced AI tool streamlines repetitive tasks, reducing human error and ensuring faster resolution of common issues. By automating password resets, incident logging, and other routine tasks, Amelia not only resolves your issues quickly, but frees up resources to focus on more strategic and high-value activities for your organisation.
Our Avaya telephony platform ensures reliable and seamless communication across all user touchpoints. Integrated with workforce optimisation tools like Verint and QStory, this system allows for effective call handling, reduced wait times, and enhanced user satisfaction, creating a dependable, cost efficient service that delivers high-quality interactions.
Our service desk revolves around the people who use it – your employees. By providing quick, effective solutions and focusing on experience level agreements (XLAs), we ensure minimal downtime and maximum user satisfaction.
With CGI, your operations remain uninterrupted. We understand that your teams need reliable assistance around the clock, whether they’re working in different time zones or outside regular business hours. Our global support network ensures that your employees receive the help they need - whenever they need it.
Our INTERACT methodology ensures your service desk solutions are designed to not just resolve IT issues, but deliver positive impact to users. We fix 95% of issues on the first contact and use a simple end user feedback approach to continually improve service quality based upon real user insights.
Multiple contact channels means your employees spend less time seeking IT support and more time delivering value for your organisation. Reach us via phone, email, live chat, or self-service – whichever is most convenient. Our streamlined self-service portal allows users to resolve common issues independently, empowering them to solve their problem instantly.
We're committed to continuous improvement, helping you overcome organisational challenges and achieve strategic goals. As your business grows and evolves, we scale with you, so we're the only service desk you'll ever need.
Whether you’re a growing organisation or managing fluctuating demands, our adaptable solutions evolve with your needs to ensure seamless support consistent service quality, even during periods of rapid change.
We're committed to gathering actionable insights that drive continuous improvement.
When our agents are motivated and engaged they deliver exceptional services, contributing to our +93% client satisfaction score. We use gamification platforms to recognise and reward our service desk agents for their performance. These engaging incentives boost morale and productivity, in turn ensuring consistently high-quality support for your organisation and people.
We were the first service desk in the world to achieve the Service Desk Institute’s (SDI) 5 star accreditation in 2012, and have maintained our 5 star status for thirteen consecutive years.
The SDI’s programme is the only industry standard based accreditation designed specifically to certify service desk quality. With a most recent score of 99.99%, we are proud to continually build upon the world-class standards set.
"Exceptional qualities and exceptional achievements. Over the last 10 years CGI’s teams have consistently demonstrated the highest level of excellence achievable in the SDI’s Service Desk Certification (SDC) programme." - The Service Desk Institute, issuing CGI the SDI Industry Recognition Award in 2022.
Want to discuss how our service desk can help your organisation transform its user experience?
Our Contact Centre Advisory experts can help transform your existing service desk operations and user experience.
We use our first-hand experience of running the CGI UK 5 star accredited service desk to help organisations transform their own service desk operations.
You can work with our Advisory Services experts to apply CGI's knowledge and proven methodologies to enhance your service desk's performance, user experience, and overall efficiency.
