5 March 2021
Global (all regions)
The firm's Global IT Service Centre ('ITSC') has been given a 4-star rating by the Service Desk Institute ('SDI') as part of its Service Desk Certification ('SDC') programme. The rating is the best available for a single year assessment and follows 2020's 3-star rating, which, at the time, was the highest rating ever awarded to a law firm.
The SDI’s globally accepted SDC programme is based on industry best practice standards, designed specifically to certify service desk quality. It assesses over 500 different elements including customer experience and satisfaction, processes and procedures, people management, employee satisfaction, and corporate and social responsibility.
The Global ITSC has played a key role in enabling the firm to adapt to the new working practices of the last 12 months. The team will continue to focus on responding to colleagues quickly, resolving as many issues and queries as possible during the first phone call or chat. The long-term goal is to secure a 5-star rating ('World Class'), which is only achievable via three years' continuous 4-star ratings.
"Great credit to the team for this achievement," said Paul Greenwood, Chief Information Officer. "The assessment focuses on the Global ITSC but that function forms part of a much broader support structure which reflects the wider IT team's focus on continuing to improve the support we provide to our colleagues. We are proud of this achievement and recognise the fantastic team effort across Clifford Chance and Microland."