03 July 2014
Endava wins top UK award for Best Managed Service Desk
The SDI awards are the most coveted awards in the IT service and support management industry. The awards were judged across a range of categories that included customer satisfaction, leadership, processes and performance results, people management, staff satisfaction and social responsibility. The selection process also included a visit to the Service Desk location in Eastern Europe, where judges spoke to staff to ensure all principles in the submission are put into practice according to the judging criteria.
John Cotterell, Endava’s CEO said, “We are very proud of our service desk team for this fantastic result and their passion for delivering excellent customer service. In 2013 Endava achieved further significant growth, with the Service Desk and Managed Services making a major contribution. We have added two new dedicated Service Desks for blue chip clients and seen increased demand for the flexible, shared services provided by the team. As the first, and often only, point of contact with Endava, the Service Desk is a window into our business. In a year which has seen volumes and staffing increase by over 100% , this award is further testament to the enthusiasm and commitment of our staff. Well done to everybody on the Service Desk, you are playing an important role in Endava’s success!”
The Endava Service Desk is part of the Managed Services division which contributes to the company’s annual revenues with over £16 million. The service desk team, based in Cluj, Romania, was established in 2007 and over the past years has been growing rapidly to over 50 staff, also working closely with other managed services teams in the company’s delivery centres in the UK and Eastern Europe.
The Endava Service Desk supports client businesses of all sizes, providing 1st level support services and handling service requests for over 7,000 end users in over 60 countries. It has capabilities for 24x7 operations, multi-lingual support in over 10 languages and is aligned to ITIL Service Management practices. In the past financial year Endava won new managed services business and overall volumes increased by 100%. Each month the Endava Service Desk logs and responds to approximately 15,000 tickets resolving up to 90% of all tickets on first level and with customer satisfaction rates of 90%.
Some of Endava’s major managed services projects include: providing application management for a leading media publishing organisation in the United Kingdom and Ireland; incident support and change management for a leading insurance group branded e-commerce and consumer web services; implementation of a large IT transformation programme for global recruitment services organisation, resulting in delivering 25% saving in operating costs.
Visit the SDI website for details and the full list of 2014 finalists
Endava is a privately owned IT services company established in 2000. With over 1,500 full time employees, Endava currently has 11 locations across the UK, USA, Germany, Romania, Moldova and Macedonia, and an annual revenue of over £40 million / € 50 million.
Endava delivers, builds and runs mission critical IT solutions and platforms for some of the world’s leading companies in the Banking, Insurance, Telecommunications, Retail, Travel and Media & Publishing sectors.
Endava specialises in delivering services such as: Application Development, Digital Media, Independent Testing, IT Consultancy, Application Management and Cloud Services.