The University of Leeds is a prestigious institution in the UK, it’s renowned for an innovative approach to education and research. It is currently the eleventh-largest university in the UK in terms of total enrolment figures.

We recently spoke to Senior Service Desk Manager, Alex Allen, to discuss the many ways in which their service desk team has utilised SDI’s products and services, including MembershipTraining Service Desk Certification (SDC), to ensure efficient service and customer satisfaction in their highly demanding sector.


Where did you first see/hear about SDI?

I first became aware of the SDI in 2015, I had just joined the IT department as a senior second line IT/AV technician at Leeds Beckett UniversityWhen I became the Service Desk Manager in 2016, I became very engaged with the SDI.


What motivated you to invest/engage in SDI’s products and services?

As a network SDI are a great resource to learn and share best practice, from the Higher Education Sector and wider. The certification programme allows you to benchmark against this best practice and it drives you to commit to making regular service improvements.


What key skills & benefits have you gained since joining SDI? And what challenges have you overcome as a result?

I have attended several training workshops and completed the Service Desk Manager training. These equipped me with the necessary skills and knowledge to implement in my role. I have also presented at several SDI conferences, online and in person, this has provided me with a platform to engage with the community.


How would you best describe your experience with SDI’s Membership?

Often it has felt not just like a membership, but a partnership, working together to achieve mutual success.


What impact has this had on your team?

At LBU we undertook the SDI Certification programme and secured 4-Star accreditation. This had a profound impact on the team, and they were rightly proud of their achievements.

Now at the University of Leeds I have sent all my managers on the Service Desk Manager Training which they have successfully passed. I have also taken some of the team to their first SDI conference where they have linked up with peers and had follow up visits. We will also look to engage with the certification programme in the near future.


What impact has this had on your customers?

I have sent many analysts through the Service Desk Analyst Training where they learn the fundamentals of good customer service. The certification programme also ensures you measure the right metrics to drive the operational performance to improve the customer experience.


Why should other service desk & IT support teams in Higher Education join the SDI Community?

There are communities and networks within the HE sector that allow for the sharing of best practice and they are really valuable. The SDI community expands this network further by providing access to peers across a variety of public and private organisations. Through SDI community networking I have had many knowledge exchange sessions with different NHS trusts and local authorities.


The University of Leeds has proudly been a member of The Service Desk Institute for many years! You can also dive into their previous case study from 2017 by clicking here.


Revolutionize your IT services – Get in touch today:

If you’re looking to kickstart unbeatable service improvements for your IT service team & wider organisation as a whole, simply get in touch with us today. You can reach out via email, live chat, phone, or enquiry form. Don’t forget to explore our brilliant MembershipTrainingSDC & Events services! We even can tailor In-House Training specifically to your team!

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