Hornbill Help Desk, ITIL & IT Service Management (ITSM) software, Service Desk systems

SDI and Hornbill Urge IT Service and Support Teams to Celebrate Customer Service this October

August 14th, 2012 -- IT service desks across the UK and Europe are once again being urged to celebrate the importance of excellent customer service by taking part in SDI's fourth IT Service Week - 1-5 October 2012.

Running alongside the increasingly popular National Customer Service Week initiative, the Service Desk Institute is - for the fourth year running - urging all IT service desks and support teams to get involved in IT Service Week and promote the excellent service they give to their customers, both internal and external.

The main purpose of IT Service Week is to:

  • Highlight the dedication of the entire service desk team - first line, second line and field 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 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.

In previous years IT Service Week has seen service desks from a wide variety of organisations across the UK and Europe - including London Fire Brigade, RCI, Sodexo, ESOS, University of Plymouth and Endava in Romania to name but a few - implement some incredibly imaginative and fun initiatives to raise their IT service team's in-house profile. Activities designed to bring teams together and to encourage customers to get to know their IT service teams better have included:

  • Job swaps and 'back to the service desk' challenges for directors and senior management
  • Fancy dress and themed days such as a 'most shocking service desk shirt' competition
  • PC support drop-ins and IT support roadshows and inviting customers to nominate their IT service 'hero'
  • Company-wide competitions designed by service desk teams including 'Guess Who?' and 'Who's that Service Desk Baby?' 
  • Service desks raising money for charity
  • A local radio phone-in by the service desk.

North Yorkshire County Council were awarded 'Top IT Service Desk 2011' after some incredibly strong voting by their customers. Their service manager, Michelle Bellwood, said: "This award has raised the profile of our service desk throughout the organisation and we are absolutely delighted that our customers are not only impressed with our service but cared enough to take time out of their own busy days to vote for us. This has proved beyond a doubt that our customers truly value the service we offer." 

Howard Kendall, founder and chairman of SDI, added: "We know how much IT service and support teams care about the service they provide to their colleagues and customers; and once again we want them to show it and make their voices heard. SDI is proud to get behind IT Service Week and give service desks the perfect opportunity to showcase the superb work of their patient and hard-working analysts and engineers and show exactly how much they contribute to keeping their businesses, or their customers' businesses, running."

Supporting SDI's fourth IT Service Week is IT Service Management solutions provider Hornbill, winner of the 'Service Supplier of the Year' award  in the 2012 IT Service Excellence Awards.  Peter Summers, Hornbill CMO, commented: "At Hornbill we're passionate about people - technology and process are important for all IT service desks, but it's the people that make IT happen.  We're proud sponsors of the SDI's IT Service Week; we share the same ethos as SDI in wanting to help service desk teams achieve the recognition they deserve and communicate the business value they deliver to their organisations.  It's a great initiative and we urge all service desk teams to get involved!"

About the Service Desk Institute (SDI)


Founded in 1988 by Howard Kendall, the Service Desk Institute (SDI) is the leading authority on service desk and IT support related issues, providing specialist information and research about the technologies, tools and trends of the industry. It is Europe's only support network for IT service desk professionals, providing customised qualifications, training courses and service management consulting. 

Acting as an independent adviser, SDI captures and disseminates creative and innovative ideas for tomorrow's service desk and support operation. SDI sets the standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community. It also offers the opportunity for international recognition of the support centre operation through its globally recognised Service Desk Certification audit programme.  
 
SDI's members span every industry and every size of organisation. Further information about SDI can be found at www.sdi-e.com. 

About Hornbill

Hornbill's IT Service Management solutions empower Service Delivery Teams to deliver truly customer-centric service and drive greater operational efficiency, enabling them to increase customer satisfaction and do more with the same resources.

Supportworksapplications can be deployed as a cloud-based solution using myservicedesk.com or On-Premise.Ease of use for both service desk analysts and business users ensures customers are able to quickly deliver business value through rapid deployment and adoption of Self-Service, automation, proactive problem management and innovative knowledge management features. Unique 'Human Touch' features improve the service experience, putting people at the heart of the Service Desk.

Hornbill solutions include ITIL-compatible IT Service Management (ITSM), IT Helpdesk, Human Resources, Facilities Management and Customer Services, with the flexibility to build additional service desks at minimal extra cost.

Customers include: :Buckinghamshire Hospitals NHS Trust, Camelot, Greggs, Kent County Council, Knight Frank, London Borough of Merton, London School of Economics, Natural History Museum, The National Archives, Toyota Motorsport and University of Portsmouth.

Hornbill was founded in 1995 and has its Head Office in London. For more information about Hornbill's service management solutions please visit www.hornbill.com.

Public Relations Contacts

Hornbill Service Management Limited
Catherine Staite
T. +44 (0) 208 582 8229
E. catherine.staite@hornbill.com
Spark Communications
Dominic Walsh
T. +44 (0) 20 7436 0420
E. dominic@sparkcomms.co.uk
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