We are delighted to announce that we have been awarded a Three-Star Service Desk Certification (SDC) by the Service Desk Institute (SDI), demonstrating our outstanding capabilities in delivering the highest standards of IT support and managed services to clients and achieving excellence across the board.

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The Service Desk Certification Audit (CA) process investigates and reviews the service desk and its support teams to ensure that consistent service delivery is being provided to the customer base using sound and resilient policies, processes, knowledge, skills, systems and technology.

This validates the quality of the services provided by an IT support organisation, evaluating its service desk against an internationally accepted global standard for best practice.

IT Lab’s site certification audit was conducted over four consecutive days and provides staff with an international benchmark for quality as well as tangible targets that encourage skill development.

Of the nine criteria measured, we have been awarded a maximum number of four stars in three categories; people and management (scoring 4/4), managing people satisfaction (scoring 3.75/4) and social responsibility (scoring 4/4).

Peter Sweetbaum, CEO, says:

“This fantastic news is a reflection of our continued investment to ensure that the service obsession culture lives and breathes throughout the organisation. We truly believe our employee engagement sets the bar for industry-leading client service, which made it extremely pleasing to be awarded four stars against the criteria centred on the people in our business. It takes a huge team effort to achieve this, particularly through a period where we have experienced substantial growth without compromising on our commitment to deliver quality services. We’re delighted that this hard work has been acknowledged by the SDI.”

As an organisation we have invested substantially in our customer service culture branded 'Service Obsession'. This includes investment in dedicated training resources, with many of our apprentices joining us as full time and qualified support services staff.

Service Desk Certification

SDI's Service Desk Certification (SDC) audit validates the quality of the services provided by an IT support organisation. SDI's SDC is also a great tool for setting a benchmark to form a baseline for service improvement to give a business commercial advantages and for differentiating its products and services in the marketplace.

To find out more, visit: www.servicedeskinstitute.com/service-desk-certification/

Written by Emily White