24 May 2022
Global (all regions)
For the second year running, we are very pleased to announce that the firm's Global IT Service Centre (ITSC) have been awarded a 4-star rating by the Service Desk Institute (SDI). Once again, this is a significant achievement by the team and we're continuing to push for improvements in order to secure a world class 5- star rating (which requires three years' continuous 4-star ratings).
Evaluating our Global ITSC against the internationally accepted global best practice standard helps to give our team recognition, provides our analysts tangible targets, and acts as an incentive to develop their skills. The highest scoring concepts were Leadership, Policy and Strategy, Managing Employee Satisfaction, and Corporate Social Responsibility. The team also made significant improvements from last year's audit in Process and Procedures and People Management.
"The Global ITSC is now the first point of contact for all our colleagues within the Firm. The team resolve approximately 75% of calls first time, and responses to our surveys tell us that we usually get things right." said Kieran Charnock, Director of Service Management. "We've always been focused on our internal metrics, however we're always keen to get external views and validation and the Service Desk Institute are widely regarded as the experts in this space. The results of their assessment is a tremendous testament to all our IT teams as supporting colleagues is a collective effort across expertise and geographies. Whilst we are pleased to have maintained this ranking, we know there is more we can do to make every interaction as effective as possible. So whilst we'll celebrate another fantastic achievement, we will keep pushing to improve."