SCC has been awarded the industry’s top award for Best Managed Service Desk at the 2017 IT Service and Support Awards.
Hosted by the Service Desk Institute (SDI), the IT Service and Support Awards recognise, promote and acclaim excellence, professionalism and innovation within the industry.
SCC was announced as the winner after demonstrating a greater commitment to the ongoing development of its services to enhance the customer experience. This was evidenced through a number of key investments in technology and people.
David Wright, Chief Value Officer at Service Desk Institute said: “This was one of the most competitive categories this year. We had many exceptional submissions, so to win is an incredible achievement.
“What really stood out for me was the way in which SCC is implementing new technologies to supplement cost savings and support their service capacities.”
This achievement follows a period of continual development within SCC’s service centres, including intelligence technologies and IT Service Management tools that provide customers with more cost effective and flexible services to suit their needs.
The success was also attributed to SCC’s investment in people development, with all service desk staff undergoing instruction from its internal training scheme: SCC Academy. The training includes all the small details that make a huge difference, such as the customer’s culture and tone of voice. This enables them to deliver seamless representation and a superior service. SCC goes further to develop its people by enabling employees to undertake ITIL and PRINCE qualifications, as well as a wide range of vendor-specific accreditations.
Tracey Daines, Operational Manager of SCC’s Service Centre said: “Our customers are at the centre of everything we do, and we deliver industry-leading service by equipping our colleagues with the technology and training they need to meet customer’s unique and changing business requirements.”
Ollie o’Donaghue, Head of Research and Insight at Service Desk Institute said: “One thing that I consider when judging submissions is ‘would I like to work here?’ and the answer was yes.
“SCC’s support staff are empowered to be able to represent and become an extension of their customer’s business.
“We saw tangible evidence of their investments in technology and the huge amount of work that [SCC is] doing, and that is what set them apart.”
Having operated in Romania for over a decade, SCC’s International Service Centres in Bacau and Iasi directly complement SCC’s UK based Service Innovation Centre.
David Wright added: “These awards recognise a company as a leader in technology, or services. It’s validation and proof that they are doing the right things.”