Following an in-depth audit of its service desk, SDI awards global IT services company, Endava, a 3 star rating out of a possible 4 on its first assessment in recognition of its high level of service, demonstrably designed to support the success of its clients.

As the only best practice standard available for service desks in Europe and based on the European Foundation for Quality Management model, the Service Desk Institute Certification provides a set of nine clear and measurable globally recognised standards that assess the effectiveness and maturity of a company’s service desk. The audit process is carried out through reviews, on-site observations and interviews with the service desk team, key stakeholders and customers.

“We’re very proud to have received a 3 star SDI rating on our first attempt and believe it reflects how well our service desk teams understand our customers’ challenges, the speed and effectiveness of the bespoke solutions they provide. We look forward to continuing to improve our offerings, services and work environment, and being recognised as one of the best service desks in the industry.” Ovidiu Spinean, Head of Service Desk Services 

Earning almost the maximum rating possible in terms of Leadership, Managing People and Customer Satisfaction, Endava’s Service Desk provides an effective and personalised experience, driving excellence through a culture of continuous improvement. 

Having previously won the SDI Best Managed Service Desk Award, in 2014, our processes, practices and tools had already proven themselves as valuable. As part of the certification process, we’ve also standardised our approach across the organisation, ensuring enhanced client and employee engagement.

Through regular client surveys, Endava assesses customer satisfaction, ensuring we maintain our standard of over 90% “Satisfied” and “Very Satisfied” service desk users. 

Supporting both our Agile and Digital propositions, the Service Desk offering delivers a cost-effective blend of highly-motivated and skilled service analysts, and frictionless self-service, fully covering our clients’ service desk needs and serving over 10,000 end-users globally. 

About Endava

Endava is a privately-owned IT services company, with over 15 years of experience of working with some of the world’s leading Finance, Insurance, Telecommunications, Media, Technology, Retail and Travel companies helping them evolve and transform their businesses to meet the needs of today’s and tomorrow’s customers.

We have over 3,400 employees located in offices in North America and Western Europe and delivery centres in Romania, Serbia, Macedonia, Moldova, Bulgaria and Colombia.

Along with investing in long term customer relationships, we recognise the importance of providing rewarding and challenging careers for our people and, by doing this, we have established ourselves as the employer of choice for the best and brightest engineers.

About SDI

SDI is responsible for setting global industry standards, delivering thought-leadership and knowledge, and influencing service improvement for individuals and organisations.  

Acting as an independent advisor, SDI captures and disseminates creative and innovative ideas for tomorrow’s service desk and support operation. SDI sets the standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community.