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CGI UK awarded the Service Desk Institute’s 5 star status for an 11th year

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 accreditation for an eleventh consecutive year.

The SDI’s Service Desk Certification (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.

As the first service desk in the world to have achieved this 5 star accreditation in 2012, we are proud that we have continued to uphold and build upon these world-class standards. We always strive to improve and achieve higher levels of service excellence than previously, and as a result this year were awarded a remarkable score of 99.99% – the highest score the SDI has ever given!

This re-awarding in December 2022 follows the team’s successes throughout the year, including being honoured with the SDI Industry Recognition Award for commitment to service excellence in March, and more recently in October and November being recognised seven times at the UKCCF Awards 2022 and winning twice at the Welsh Contact Centre Awards 2022.

This is a real testimony to the dedicated, hard work of our members who deliver an outstanding quality service to our clients. When presenting CGI with the Industry Recognition Award earlier this year, the SDI recognised this commitment, noting that our service desk “demonstrated 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.”

Specifically, our 430 service desk analysts operate ITSM processes for 150 public and private sector clients in the UK, handling 2 million contacts, managing 60,000 changes and proactively addressing over 1000 problems each year. Highlighting our outstanding approach to customer service, this is achieved with a +93% customer satisfaction score.

If you’d like to find out more about our UK service desk, please read our brochure. Also, to explore how our Advisory Services experts can help transform your organisation’s approach to the customer services experience, please take a look at our Digital Services Support Centre PoV.

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