SDI Recruitment are a team of specialist recruiters that provide highly skilled professionals for every ITSM requirement – including roles beyond the Service Desk. Our experts have three decades of direct experience in the industry, and thoroughly understand our field of work. We truly understand your staffing needs, and challenges, much more than standard recruitment agencies do. “SDI’s approach toContinue reading “Service Desk Recruitment Brochure”
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AI in Customer Service: Can AI Replace Customer Support Agents?
The increasing adaptation of Artificial Intelligence (AI) is revolutionising how organisations interact with their customers. But there’s one question lingering on everyone’s minds. Can AI truly replace human agents in customer support? Any evolution in technology often leads to tough questions and shifts in customers’ mindsets. And research suggests people are more open to adapting AI than ever. According to a surveyContinue reading “AI in Customer Service: Can AI Replace Customer Support Agents?”
How to Use ChatGPT for Effective Workplace Learning
As artificial intelligence (AI) continues to advance, it’s important to find the right balance between human and AI work to succeed in the modern workplace. The rise of user-friendly AI tools, like ChatGPT, is a significant technological shift. With over 100 million users in two months, ChatGPT has quickly become a popular choice for many people. So, understanding how toContinue reading “How to Use ChatGPT for Effective Workplace Learning”
CGI’s Success Story: 12 Years of Excellence with World Class Status
We’re delighted to share the fantastic news that CGI UK’s service desk has secured the prestigious SDI 5-star ‘World Class’ status for an impressive twelfth consecutive year. After completing three days of rigorous auditing by our SDI Certification team, CGI’s service desk once again achieved the highest score ever awarded in the Service Desk Certification (SDC)programme– a remarkable 99.99%! Continue reading “CGI’s Success Story: 12 Years of Excellence with World Class Status”
Service Desk Certification Brochure
What is the Service Desk Certification (SDC) Programme? SDI’s SDC programme is an internationally established accreditation and improvement programme. This Global ITSM industry accreditation programme is based on the latest Global Best Practice Standard, and is specifically designed to certify service desk quality. Discover SDI Certified Organisations. This brochure explores the benefits of Service Desk Certification, how it works andContinue reading “Service Desk Certification Brochure”
What Does a Happy Service Desk Look Like In 2024?
Creating and maintaining a positive work environment is crucial for organisations pursuing long-term success. But when it comes to achieving a happy service desk, it’s about more than just resolving technical issues. It’s about building content and a motivated service desk team. But the big question is, how do we create a service desk that is both efficient and happy? Creating aContinue reading “What Does a Happy Service Desk Look Like In 2024?”
5 Amazing Applications of AI In ITSM Today
Companies around the world are utilising AI applications to enhance their procedures, optimise costs, avoid human mistakes, assist customers, improve customer experience, manage IT systems, and automate repetitive tasks. And as AI becomes more prevalent, its uses (and this list) will expand even further. We could even say that AI is taking the lead in transforming how companies operate. AccordingContinue reading “5 Amazing Applications of AI In ITSM Today”
Selecting a Remote Support Tool Guide
SDI’s Guide to Selecting a Remote Support Tool In today’s world, more and more businesses are transitioning to remote work, and with that comes the need for remote support tools. Whether you’re a small business owner or an IT professional in a large organisation, having the right tools at your disposal can make all the difference in providing efficient andContinue reading “Selecting a Remote Support Tool Guide”
Modern Leadership Styles — What Does It Mean to Be an Agile Leader
We live in a hyper-changing world! Just think about it, we went from the work in the office, formal meetings and the traditional 9-5 working hours to more flexible and agile working, hybrid working, and empowered teams. It almost feels like we have fast-forwarded the world of work for a few years. With so many changes, today’s leaders face aContinue reading “Modern Leadership Styles — What Does It Mean to Be an Agile Leader”
Compliancy with SDI’s Global Best Practice Standard
Sunrise Software, a leading supplier of service management solutions and their ‘Sunrise ITSM for Performance’ Reporting tool has been approved as reporting in line with SDI’s Global Best Practice Standard for Service Desk Version 8. (Best Practice Standard). Reporting remains a major frustration for service desk professionals, second only to usability of service desk software. The challenges inherent in reporting include notContinue reading “Compliancy with SDI’s Global Best Practice Standard”