Last week I had the pleasure of joining Edwina Hart, the Gower Assembly Member and Minister for Business, Enterprise, Technology and Science, on her visit to CGI’s offices in Waterton near Bridgend in Wales to tour their Service Desk and understand the services they deliver.
Front row L-R: Adrian Chiffi Head of UK End-User Services CGI, Tessa Troubridge Managing Director SDI, Minister Edwina Hart
The pinnacle of the visit was for both myself and Minister Hart to present SDI’s 5* Service Desk Certification trophy to Adrian Chiffi, Head of UK End-User Services, Global Infrastructure Services.
CGI’s UK senior management team were all there at the presentation and spoke about the incredible impact that becoming the world’s first five star Service Desk has had; an impact that had been felt not only by CGI both in Wales and globally, but also by the local community and South Wales generally.
And here is the proof …
As I was travelling from my hotel to CGI’s office to attend the event, the taxi driver asked me “Is something big happening there today?”. I responded with a casual “You could say that – what makes you ask?”. “Oh one of my other drivers has just picked up the big cheese (Tim Gregory, UK President, CGI) from the station,” he said.
He then went on to say “Do you know, their Service Desk is the first one ever to get a 5 star accreditation,” and he continued to tell me what a great achievement it was that they could prove they were good at what they did!
Grinning from ear to ear I said: “Yes, I do know a little bit about that,” having been involved in interviewing the CGI team and CGI customers as part of the Audit process.
I’ve been extremely lucky to travel all over the world to visit hundreds of service desks of all shapes and sizes and from across all industries, many of whom are SDI Certified sites. However, in all of my travels, this is the first time I have ever had a taxi driver tell me what a great achievement it is for an organisation to have a 5* Service Desk certification!
What an amazing testament to the achievement of the CGI service desk and to the far reaching value of certification to CGI globally, to their customers, the local community and the industry as a whole. It’s magic!
If you’d like to learn more about CGI’s journey and how they became the first ever 5* Certified Service Desk, there’s plenty more information to be found here.
Tessa Troubridge
Managing Director, SDI
