| Service Desk Support Excellence Team Awards |
Sponsored by:  |
| There are two awards in the Team Excellence category: |
1. Service Desks operated by 15 or more support professionals
2. Service Desk teams with fewer than 15 support staff |
| This award is open to all IT service and support teams that help internal or external customers to achieve their business goals and support needs, whether it be for a small number of specialists or for many thousands of customers in a wide geographical area. |
 Large Teams
If you are you a team of 15 or more support professionals and would relish the opportunity to celebrate your outstanding achievements and raise your team’s profile within the industry, then you should enter your team for this award. |
| All three finalists will have the opportunity to present their case study at the HDI Annual Conference 2008. The industry elite who attend the conference will cast the final wining votes! |
| To prepare your team for the ultimate team challenge, HDI will provide finalists with the opportunity to attend a presentation skills workshop. |
| The winning team receives £1,000 cash prize. |
Small Teams
Are you a small and perfectly formed team of up to 14 people? Have you achieved something outstanding for your size? Then make sure you tell your company and the rest of the industry about your successes! |
| The winning team receives £500 cash prize. |
Judging criteria
In both categories, judges will be looking for you to demonstrate how your team understands the importance of every facet of excellent IT service and support. Each of the following areas should be substantiated with evidence of how your team strives to meet or exceed the criteria. |
Leadership - 10%
Leaders guide organisations, inspire and motivate their people. Effective leaders promote the importance of the support role at a senior level and provide clear business goals their teams understand, providing visible support and encouragement to individuals and teams at all levels. |
Policy and strategy - 10%
The mission, vision, goals and objectives of the support functions must clearly support and help achieve the stated goals for the business. It is essential that any support function be as one with the rest of IT. Policies and strategies translate purposes and objectives into plans that can be acted upon, measured and revised as required to achieve desired results. |
People management - 10%
The key responsibility of support management is to create an environment that motivates people to perform at their peak. Staff roles, responsibilities and support processes must be well documented. The support staff must have and maintain the required skills to respond effectively to customer help requests. Meaningful performance feedback, peer and management recognition, strong communication and opportunities for professional growth are proven motivators and should be evidenced. |
Resources - 10%
The support operation must have access to the resources and tools necessary to achieve the established objectives. These may be infrastructure-related or support specific. They include financial and human resources, physical facilities, communications infrastructure and processes, specialised organisational knowledge, hardware and software tools, third party partnerships. |
Process - 15%
The support function must have in place processes that allow it to be successful. These must be well defined, measurable, documented, communicated and understood by managers and staff. Examples of support processes include call logging and tracking, escalation procedures, performance measurement, quality improvement, effective knowledge capture and distribution, information management and communication, problem/change and service level management. |
People satisfaction - 15%
The satisfaction of the people in an organisation will influence success. Support staff must be well motivated, understand why their job is important, receive satisfaction from their work, and feel supported and valued by management. Measurement or monitoring of key factors like absence and turnover, attitude and enthusiasm should exist. |
Customer satisfaction - 20%
Customer perception of support success vs. their needs and expectations is critical. Corporate culture should support this at a senior level and promote the value throughout the organization. There will be SLAs and customer-centric performance measures. You will collect meaningful customer feedback, manage customer satisfaction levels and create long term collaboration between support and its customers. |
Performance results - 10%
Performance results are the measured achievements against an organisation’s goals. Measurement processes must be objective, reliable and realistic. Results must be clearly communicated to the appropriate audiences. Performance objectives and results must either be achieved, or the reasons for any variance must be clearly understood and appropriate actions taken to achieve the standard or revise it. |
| You should write at least 200 words - and no more than 500 - for each of the judging criteria and, where possible, provide supporting evidence such as customer newsletters, advertising, performance data, testimonials and any other material that demonstrates your achievement of service excellence. |
| Download criteria in pdf format |
