We are immensely proud of our Service Desk team for their collective efforts during the audit. We are thrilled to have been awarded a Customer-Led Certification in our first audit, which we believe is testament to the consistently excellent service we provide. While we recognise that there is more work to be done to improve our score, we are confident that with our team’s enthusiasm and commitment to continuous improvement, we will achieve even greater success.
Gareth Wright, Managing Director, King’s Service Centre
KSC achieve 3 star ‘Customer-Led’ Accreditation in their First Audit
King’s Service Centre has achieved an impressive 3 Star ‘Customer-led’ accreditation in their first Service Desk Certification audit.
SDI’s Service Desk Certification (SDC) programme is the only industry-standard based accreditation programme designed specifically to certify service desk quality. The ‘Global Best Practice Standard for Service Desk’ provides a set of clear and measurable benchmarks for IT service operations; some of which may not be found within other frameworks and standards such as ITIL® or ISO/IEC 20000. To achieve Certification, the maturity level of a service and support operation is audited against the Best Practice Standard.
A 10-minute drive from Cornwall Airport Newquay or step off the train at Quintrell Downs station, a few miles inland from Cornwall’s rugged north coast and a short walk will bring you to Quintdown Business Park. Since 2015, this purpose-built office complex has been home to King’s Service Centre (KSC), the IT support operation of King’s College London. Here, a 250-strong team provide 24/7/365 days a year technical and operational support to more than 50,000 students and staff at King’s.
The Service Centre has evolved since its launch in 2015, taking them on an Enterprise Service Management journey that now offers support across a wide range of services. In addition to the IT Service Desk function, the team are responsible for the main university switchboard service alongside the Residences, Human Resources and Estates & Facilities Service Desks, with a vision to provide a one-stop shop for all staff and student enquiries at KCL.
They are currently in the process of onboarding the Student Services Frontline service which will support various enquiries from current students, alumni, and third parties, received through online forms, phone calls, and web chat.
We interviewed Keith, Service Desk Manager, to find out more about the journey to Service Desk Certification
Why did you join the Service Desk Certification (SDC) programme?
We had a good idea of how well regarded our service is by our customers. It is always nice to receive the high level of praise the team does, but how would our service compare to other leading organisations? This was the question we wanted answering and so to seek that external validation, we embarked on our SDI journey. Our aspiration was to use our accreditation and the improvements we made along the way, to encourage good working practices across other areas of the organisation as we work towards our Enterprise Service Management vision.
What aspect of your team or service are you most proud of, especially in light of this achievement?
Whilst we were already aware of the team’s resilience and ability to cope well under pressure, no greater example can be found than the response we received when undertaking this audit. Having never taken part in a project of this type before, we never really knew what reaction we would get, but the team did themselves proud and demonstrated what an asset to the organisation they all are. Their reaction to the news that we had achieved our Customer-Led score was one of sheer joy (and relief!) and it was refreshing to observe them revel in their collective achievement.
If you are interested in joining this award winning team please check out our current opportunities on the link below
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