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SDI Awards Winner’s Blog

  • 18th April 2016

Written by Retail Assist


If you haven’t yet seen our latest news, we’re pleased to announce that we’re the proud Winners of ‘Best Managed Service Desk’ at the Service Desk Institute (SDI)’s Annual IT Service and Support Awards!

IT Help Desk
As you can see from the image above, we were pretty happy to receive our Award on stage, alongside judges and members of the SDI. The Awards evening was a fantastic night enjoyed by all.

Here’s us looking slightly more composed for our professional photograph!

Best Managed Service Desk

The Awards Journey: From Finalists to Winners.

Last year, we entered the SDI Awards for the first time, and were so proud to make it through to the Final 3. This year, we wanted to come back bigger and better, demonstrating how our investment in the Help Desk had developed the service provided to our customers.

Behind the glitz of the Award night, it was a tough process. We started out with a written application, detailing how we embrace best practice processes to raise the quality of service delivery, how we engage with our customers to create an inspiring and engaging service experience, how we have empowered and invested in the team to be inspired, take action and be better together, and how we shine by demonstrating and delivering exceptional business value.

After being successfully shortlisted, we were then invited to an interview session (known as “Judges’ Houses”!) with the SDI’s Director of Professional Services, David Wright, SDI Industry Analyst, Oliver O’Donoghue, and ITSM Consultant and CEO of ITSMF UK, Barclay Rae.

After this, and gaining a spot in the Final 3, a final presentation and site visit by Oliver and Barclay took place in March. As an SDI Finalist, perhaps the most fun part of the process was then making our Help Desk video for the Awards night! Presenting, Help Desk Baby….



You can view the video on our YouTube channel here.

As a forward thinking business, invested in the quality of our service delivery, we would highly recommend entering the SDI Awards. The awards process really helped us to identify our key areas for development, part of our continuous improvement process that is embedded in our team’s DNA.

As well as complementing our improvement, the Awards have played a key part in our Help Desk culture, providing the team with a huge boost. The Award is a well-deserved recognition for their work in supporting the leading UK retail and hospitality businesses worldwide. It’s Our People at Retail Assist’s Help Desk that really make the difference. The team works 24×7, speaking 8 different languages, delivering specialist technical support to retail and hospitality IT systems across the globe. Not only this, but as “the voice at the end of the phone”, customers appreciate speaking with someone who truly understands the impact of trading disruption, and communicates honestly with a goal to always have the customer smiling by the end of the call.

Well done again to the team, and a big thank you to everyone at the SDI who has supported and facilitated a fantastic Annual Awards and Conference.

Want to know more about our Help Desk services and international Help Desk support? More information on the webpage here.


  • 18th April 2016

Written by Retail Assist

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