Endava, has achieved a runner-up position in the Best Managed Service Desk category of the 2013 IT Service Excellence Awards — organised by the Service Desk Institute. The award recognises Endava’s innovative approach to service desk management and customer service excellence. These prestigious awards — now in their 19th year — are the most coveted in the IT service desk industry.
John Cotterell, Endava’s CEO said, “I would like to congratulate our service desk team for this fantastic result and for their efforts in delivering an excellent and professional service. Over the last two years, our service desk has grown and extended its value and is now the first point of contact for an increasingly diverse and demanding customer base. Our investment through Endava University for staff development, our customer satisfaction programme and the continued investment in service management systems and process improvement, enables us to consistently meet our customers’ needs.”
The Endava service desk is part of the managed services division which contributes over £11 million to the company’s annual revenue. The service desk team, based in Cluj, Romania, was established in 2007 and over the past five years has grown to over 30 staff. Each month the Endava Service Desk logs and responds to approximately 7,500 tickets and resolve up to 80% of all tickets on first level, with customer satisfaction rates of 90%.
The Endava Service Desk supports client businesses of all sizes, providing 1st level support services and handling service requests. Over the past year Endava has gained new managed services projects with overall service desk revenue and call volumes increasing by over 25%. More Endava customers interact with the service desk than with any other department or individual. Alexander Mann Solutions, recently benefited from an IT transition programme, designed by Endava, which enables staff to access IT services from anywhere – on a metered usage basis.
“With Endava’s help, we now receive a leading-edge, highly efficient, private cloud-based IT infrastructure - which is really reducing our IT costs. Endava’s service has also enabled our service levels to dramatically improve and the feedback I get from our staff across our global organisation has been very positive. We now receive service levels that deliver over 80% service call resolution at first point of support.” commented John Wainwright, Head of IT Global Head of IT & Facilities at Alexander Mann Solutions.
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