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Endava has achieved a prestigious runner-up position in the Large Service Desk Team category at the 2011 IT Service Excellence Awards — organised by the Service Desk Institute.
Endava’s Service Desk was judged to be one of three finalists, alongside Heineken UK and TNT Express. The prestigious IT Service Excellence Awards — now in their 17th year — are the most coveted awards in the IT service and support industry. They recognise, promote and acclaim excellence, professionalism and innovation in the industry, and celebrate the outstanding achievements and contributions of both individuals and teams.
Richard Randall, Group Head of Managed Services, said, “To achieve this high standard of service is both a statement of our maturity as a service delivery organisation and the commitment and capability of our staff. We have come a long way in the last few years. I would like to take this opportunity to thank all of our 24/7 teams, for all their efforts in delivering an excellent and professional service.”
The Endava Service Desk is part of the fast growing Managed Services division which is now contributing over Ј9 million to the company’s annual revenue. The Service Desk team, based in Cluj, Romania, has grown to over 35 staff since its formation in 2007. The team now log and respond up to 5,000 tickets per month with a first contact resolution rate of over 80%.
The Endava Service Desk supports client businesses of all sizes, providing 1st level support services and handling service requests, including procurement services for some of Endava’s customers. Key customers for the Endava Service Desk are companies such as Alexander Mann Solutions and EDI.
Endava has a Customer Care Programme in place for its Service Desk and is achieving significant improvements -with over 90% satisfied and very satisfied customers. These measurements are consistent with the UK Customer Satisfaction Index.