BLUE BELL, PA — In a significant affirmation of its commitment to excellence in IT support, Unisys Corporation (NYSE: UIS) has successfully achieved recertification through HDI’s IT Support Center Certification program. HDI, the foremost authority dedicated to improving technical support and service management, grants this certification to organizations that demonstrate adherence to the highest standards of support center operations.
The HDI Support Center Certification is an internationally recognized benchmark that validates organizations for employing best practices in IT support. It underscores a company’s efficiency and effectiveness in providing support services, which directly contributes to heightened customer satisfaction and loyalty. The recent audit revealed that Unisys not only meets but exceeds these standards, positioning its Global Service Desk as a leader in delivering exceptional desk services to clients worldwide.
Tara Gibb, senior director at HDI, lauded the Unisys team’s dedication to quality operations and continuous improvement, stating, “Unisys Global Service Desk is part of an elite circle of support centers dedicated to high levels of customer service.” This recertification marks a notable 15% increase in overall performance since the previous audit in 2021, highlighting Unisys’s commitment to advancing its support capabilities.
Significant achievements contributing to this success include the integration of the Experience Management Office into its delivery model, the implementation of 14 Experience Level Agreements (XLA) in production environments, and a focus on developing proactive, predictive business strategies. These initiatives have led to improved leadership, strategy, policy, and people management within Unisys, according to the recertification report.
Patrycja Sobera, global vice president of Digital Workplace Solutions Delivery at Unisys, reflected on the recertification as a testament to the team’s relentless effort to enhance IT support services. “The recertification represents…our commitment to helping our clients achieve breakthroughs with superior IT support,” Sobera stated. She has also been recognized as one of HDI’s Top 25 Thought Leaders for 2024.
Moreover, Unisys has been named a finalist in four categories of the 2024 HDI Global Service and Support Awards, including Best Service and Support Manager, Best Service Improvement Initiative, Best Customer Experience, and Best Use of Technology. The winners will be announced at HDI SupportWorld Live in May 2024, where Unisys aims to build on its success from 2023, having won awards for Best Culture and Best Support Organization.
This recognition from HDI not only reinforces Unisys’s position as a leader in IT support services but also signals the company’s ongoing dedication to leveraging technology and innovative practices to deliver superior customer experiences. As businesses increasingly rely on robust IT support structures, Unisys’s achievements underscore the critical role of quality support services in achieving operational excellence and driving customer satisfaction in today’s digital landscape.
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