Who are Serco?

Serco Group Plc’s roots date back to 1929. Serco specialise in the delivery of essential public services, with over 50,000 people working in Healthcare, defence, transport, justice, immigration and other citizen services across our four regions: UK & Europe, North America, Asia Pacific and Middle East.

Tell us about your service

We provide IT support services for around 40,000 employees working in over 500 contracts across the regions in which we operate. The Service Desk, which operates 24 hours a day, 365 days per year, is made up of around 50 staff from Apprentice to Team Leader positions. We form part of a wider Service and Operations team within the My Technology arm of Serco Business Services.

When did you decide to pursue Service Desk Certification?

Having been Members of SDI for a number of years and attending various events we decided in 2020 that the next step in maturing and improving the services offered was to pursue an industry recognised accreditation. SDI’s Service Desk Certification (SDC) program was a natural fit! Our aim is to become a world class provider of IT Support to our business and customers and we felt that SDI could help us to achieve our goals.

How did you support the team to continue progressing?

Its vital that we keep the team engaged and enthused so we hold regular development reviews, share customer feedback with them and keep them updated on and involved in activities ongoing within the organisation. We are proud to be able to say that our employee engagement score has increased year on year for the last 4 years.

“The SDC programme gives us invaluable insights into what the latest industry standards are, where we can improve plus a helping hand along the way.” James Terry, Service Desk Manager, Serco

What were some of your key highlights and challenges?

One highlight has been achieving a 3 star Certification in our very first audit! We are also honoured to be finalists in two categories at the 2022 SDI Awards; Best Service Resilience and Team Leader of the Year. The team have really pulled together over the last two years when life has been challenging during the pandemic. We realise this challenge isn’t unique to us but we are extremely proud of the team and the way we transitioned to home working while maintaining our service levels to customers.

What impact has SDC had on the team and wider business?

Embarking on our SDC journey allowed us to take stock of where we are currently, in terms of the service we offer to our customers. Achieving Certification is something that everyone in the team contributed to and is a reflection of their hard work and commitment which gives each team member a sense of pride in the work they do and recognition for that work.

What future plans do you have for the service operation?

We obviously want to achieve 4 star accreditation and ultimately the aim is to become a 5 star organisation. To do this we need to focus on what is important to our customers and the business and to adopt industry best practise across our service offering, providing a service that is up there with the very best in the industry.

“Service Desk Certification is helping us to develop our service offering, enabling us to offer the best possible customer service to our business.” James Terry, Service Desk Manager, Serco

Questions about Certification?

Learn more about becoming Certified by downloading the SDC Brochure or contact our team via live chat, or by calling +44 (0)1689 889100 




The first step in the SDC programme is the Service Desk Assessment, a two day evaluation of the current maturity of your service, this can be delivered virtually or in-person.

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