Global four-star rating for our IT Service Desk

Congratulations to the NHS Greater Manchester Shared Services (GMSS) IT Service Desk for retaining a four-star rating by the Service Desk Institute (SDI), for the second year running.

GMSS is one of only two NHS organisations, and one of only 10 organisations in the world, to achieve the impressive four-star rating by SDI, the only industry, standards based accreditation programme designed specifically to certify service desk quality.

The four-star rating was awarded following a rigorous two day surveillance audit by an independent SDI auditor. Due to restrictions imposed by COVID-19, this was the first such audit for GMSS to be conducted remotely over Microsoft Teams. The team rose to the challenge, and interviews via Microsoft Teams and analysis of evidence were used to help reach the high standard accreditation.

Barry Corless, SDI Auditor, said: “Achieving the Service Desk Institute's four-star, Business-led rating is extremely taxing and requires total dedication to service improvement and customer experience. NHS Greater Manchester Shared Services has achieved this when their entire service desk is working from home during the unprecedented circumstances created by COVID-19. This is truly a Herculean effort."

The GMSS IT Service Desk provides IT support services to thousands of health and care staff across Greater Manchester, including NHS, non-NHS organisations and other professional bodies, and has been accredited by SDI since 2014. By proving their performance against an international framework, and best practice standards, the team continues to demonstrate their commitment to continually analyse, maintain and enhance the quality of service and overall service desk experience for all of their staff and customers.

During the audit, the service desk was assessed in the following areas:

  • Leadership
  • Policy and Strategy
  • People Management
  • Resources
  • Processes and Procedures
  • Managing Employee Satisfaction
  • Managing the Customer Experience
  • Management Information and Performance Results
  • Corporate Social Responsibility

Reflecting on the achievement, Mike Wood, GMSS IT Service Desk Manager, said: “Thank you to all members of the IT Service Desk, and other IT colleagues, for all their hard work throughout the year which enabled the service desk to maintain the extremely high standards required to achieve this accreditation. And, thank you to all of our GP and CCG colleagues who provided feedback on our services to the auditor.”