The IT Service & Support Awards 2018 Celebrate Our Service Desk Heroes

Posted on Wednesday 28 March 2018.

SDI18 was delighted to be the host of the annual service desk awards on Tuesday 13th March at the Hilton Metropole in Birmingham for the 23rd consecutive year. One of the biggest celebrations of the year for service desk users; the IT Service & Support Awards 2018 showcased everything that is brilliant about the service desk industry. This year’s awards were particularly special as 2018 marks the 30th birthday of hosts SDI, formerly known as HUG (HelpDesk user group) when formed in 1988.


At this year’s enormously popular and influential SDI awards – a sparkling, celebratory, black tie dinner – the very best teams in IT service and support were recognised. The ceremony kicked off with a pre-dinner welcome speech from SDI’s Chairman Paul Rodrigues and a group photo with all finalists up on the stage. The first award, presented by Stephen Mann was the Best Implementation of an ITSM Solution which was picked up by Freshworks and Descartes. Next up were the awards for Best Small Managed Service Provider and Best Medium/Large Enterprise Managed Service Provider 2018presented by sponsor Autotask’s Stuart Cringle. The audience were treated to some creative short videos produced by the finalists with Netstar winning the award for Best Small and Agilisys for Best Medium/Large MSP.



Waitrose proudly received the Best Large Service Desk, presented by Mary Langsford. Norfolk Community Health and Care NHS Trust picked up the award for Best Small Service Desk and Sky Betting & Gaming received the award for Best Medium Service Desk, all teams provided a humorous short video as part of their entry which was received very well by the audience.
Last year’s winner Sally Bogg presented the Inspirational Leader of the Year award to Paul Phillips, Service Desk Leader at CGI. CGI picked up their second award of the evening when Louise Freeman won Service Desk Manager of the Year. Feezaan Asghar, IT Service Desk Team Leader at Leeds Beckett University was awarded Service Desk Analyst of the Year, presented by Susan Storey.  JLL and IBM together received a Highly Commended Award For Service Transformation and Service Improvement. 


The exciting evening was rounded off with brilliant live entertainment from The Anthems, featuring Artful Dodger’s Lifford Shillingford. The dance floor was thriving with all our winners and finalists celebrating their amazing achievements. To relive the evening in pictures please visit the awards gallery here or take a look at our highlights video below!


Do you want to be involved in the 2020 awards? Entries are now open and close on the 18 October 2019. Download the updated brochure by clicking below:



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