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cover story | thirteen
Take the Service
Desk Challenge
On The Right Track
How well are we doing
collectively in meeting
customer expectations?
According to the CSI’s
Dare to confront your service level
latest UK Customer
Satisfaction Index
performance and discover how
(UKCSI), which is the
National Measure of
you can deliver truly exceptional
Customer Satisfaction
for UK organisations, IT support. Examine what you deliver,
very well. Based on
a representative and how, with SDI’s Service Desk
sample of 25,000
adults surveyed over
Performance Assessment.
the internet, the
index has continued its upward
trend, increasing across most sectors and regions. In this tough
economic climate, companies seem to be focusing on their customers, rather
than giving in to the temptation to indulge in short term cost-cutting.
As businesses fi ght back against the recession, the fi ndings couldn’t
have come at a better time. No doubt National Customer Service Week will
reinforce the cautious, but growing, optimism that we are on the right track,
hopefully with more green lights ahead of us than red.
The main purpose of IT Service Week is to:
Highlight the dedication of the entire service desk team – fi rst line,
second line and fi eld engineers in delivering great customer service
Let work colleagues and customers know how vital the role of the IT
support analyst/engineer is, and that the IT service team is committed to
meeting and exceeding customer expectations
‘Blow the trumpet’ of the IT service desk staff who work hard and go that
extra mile to ensure the technology in their business continues to function
Boost the morale and teamwork of the IT service desk
Recognise and reward those teams and employees who deserve it.
Overview of your
Service Desk Maturity
“We know how much IT service and support teams care about the
service they provide to their colleagues and customers; now we want them
to show it,” says Howard Kendall, founder and chairman of SDI. “IT Service
Benchmark against SDI’s International
Week offers service desks the perfect opportunity to showcase the superb
work of their patient and hard-working analysts and engineers, and show
Best Practice Standards
exactly how much they contribute to keeping their businesses, or their
customers’ businesses, running.”
Highlight areas for Continual
Kendall continues “SDI is committed to recognising the talent,
commitment and achievements of IT service. Coinciding with National
Service Improvement
Customer Service Week, IT Service Week from 5-9 October provides service
desks in all companies, whether large or small, with the ideal platform to
demonstrate to their customers that they are totally focused on the service
they offer them.”
Take the FREE
To fi nd out more and register for this free event, or for further
Service Desk Challenge at...
information, go to: www.sdi-e.com/IT-service-week
http://sdceval.sdi-europe.com
For service desks
that perform better!

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