IT and Communications Provider Air-IT has become the first Managed Service Provider (MSP) in the East Midlands to be awarded with a three-star Service Desk Institute (SDI) Certification, achieving a ‘Customer-Led’ maturity level.
The SDI sets globally-recognised best practise standards for service desks worldwide, and runs the esteemed Service Desk Certification programme to verify quality.
The three-star ‘Customer-Led’ maturity level establishes organisations are meeting industry recognised measures and are operating with customers at the forefront of their service.
The accreditation comes to Air-IT following an extensive audit that examined the whole company, taking place over six days in total and including more than 450 interview questions with both employees and customers.
James Healey, Managing Director at Air-IT, said:
“At Air-IT, we are continually striving to deliver the highest quality services to our clients, so we are delighted that our customer-led approach has been recognised with such a prestigious certification.
“We are one of just two SMB-focussed MSPs to receive this highly-regarded accreditation, which is fantastic.
“This achievement really highlights our commitment to providing our customers with the highest level of service, and cements our position as the first-choice MSP in the East Midlands.
“We look forward to welcoming back the SDI, as we continue to improve our service and work towards a four-star rating over the next few years.”
The SDC programme awards up to five stars, with only two companies having achieved this worldwide to date. Organisations must have been operating at a four-star level for a minimum of two years before they can attain five stars. Tessa Toubridge, Chief Executive Officer at the SDI, said:
“This is a fantastic achievement for the team at Air IT and one of which the whole team should be extremely proud. There is a real emphasis on people engagement with a comprehensive customer experience programme supported by excellent use of collaboration tools which is exceptional.
“The passion for service combined with the care for its people, and the desire to enhancing and adopting service management best practice, to drive service performance is a model all service desks should aspire to.”
Air-IT has offices in Nottingham and Derby and is ranked as the top MSP in the East Midlands, as well as the 5th in the UK and in the top 200 worldwide.