Recognising the effectiveness and customer-focused performance of Rider Levett Bucknall’s (RLB UK) IT support function, the Service Desk Institute has awarded the consultancy with a three-star Service Desk Certification.
The certification marks a significant milestone for RLB’s IT Support Team. The consultancy joined the programme with the objective of increasing service maturity across its IT support function.
Since joining the programme, the team has recorded several measurable outcomes, including maintaining customer satisfaction scores consistently above 92 percent.
Andy Draper, RLB Europe’s IT Service Desk Manager said:
“Achieving a three-star Service Desk Certification is a significant milestone and a genuine source of pride for the entire team. It reflects the consistency, collaboration and dedication that underpin its service delivery, and highlights RLB’s commitment to continuous improvement to delivering measurable value for the business and its customers.
“The independent validation of the team’s work has helped reinforce credibility across the business, strengthened stakeholder confidence and supported engagement at senior levels.
“It has also encouraged strong collaboration between the IT Support Team and other service divisions across the organisation. Working together to gather and present the required evidence strengthened cross-functional engagement and reinforced a shared understanding of service excellence.”
RLB’s IT Support Team is made up of seven people based across the Birmingham, Manchester and London. The team supports 13 UK offices and eight EU offices, managing an average of approximately 425 incidents and 360 service requests each month.
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