Logica is positively beaming with a friendly welcoming smile this month after receiving news that it has been awarded 5-star certification by the Service Desk Institute (SDI) for its UK service desk.
Now part of CGI Group Inc. as a trading entity, this is apparently the first time that any organisation has achieved the 5-star standard.
The CGI/LogicaUK service desk team, based in South Wales, supports more than 180 clients across the public and private sector. To award the 5-star certification SDI carried out a four day audit incorporating feedback from clients and staff, and worked alongside members to understand the how the team provide services to a broad range of organisations.
NOTE: In terms of form and function, the 5-star service desk certification (introduced by SDI in 2012) is said to be a definition of the “ultimate levels” of quality and delivery for world-class service desks.
It found true integration of the service desk with the wider service management functions demonstrated combined strength and committment to delivery excellence.
Tim Gregory, UK President, CGI, said: ”The SDI Service Desk Certification is testament to the hard work of the team and their commitment to providing outstanding levels of service. We invest a lot of time in our members with in-depth training upfront so they have the skills to best help meet client’s diverse needs. We also encourage the team to spend time with our clients to greater understand their overall objectives and how their business works. Investing this time from the outset, allows us to offer our clients an unrivalled level of service and, as is proven by our accreditation.”
Tessa Troubridge, Managing Director, SDI, said, “Achieving 4 star on two consecutive occasions for the SDI Service Desk Certification programme is a tremendous accolade in its own right and to be recognised as a 5* world class service desk is a truly outstanding achievement. I am delighted and proud that we have been able to certify CGI/Logica as the first 5* world class service desk.”
Troubridge also said that the service desk here is extremely impressive with a remarkable people culture. Every team member displays a tangible passion, enthusiasm and drive to deliver not only excellent customer service but to provide added value as part of every single customer engagement.
Talking of Logica’s WOW factor, Troubridge says that the culture here is evidenced throughout the fabric of the organisation, the processes in place and the unique approach to team work to enhance the customer experience.
“It is in the DNA of each of the team members, their team leaders and across all levels of management and is driven both top down and bottom up. This exceptional people culture is one of the real WOW factors of the service desk of which they should be extremely proud and which all other service desks should aspire to achieve.”.