Unisys Global Service Desk Achieves HDI Recertification for Excellence in Client Trust and AI Solutions
In the rapidly evolving landscape of IT support services, Unisys has marked a significant milestone by achieving biannual recertification of its Global Service Desk from the HDI (Help Desk Institute). This accomplishment not only affirms Unisys's commitment to delivering top-notch support but also its innovative use of AI technology to enhance service quality and client satisfaction. The HDI Support Center Certification is a globally recognized standard, acknowledging organizations that excel in providing efficient and effective support services to their clients.
The recertification came with a commendable performance and maturity rating of 3.7 out of a possible 4. The HDI audit notably praised Unisys for its strategic focus on AI-driven solutions, automation initiatives, and effective knowledge management systems. Reports indicated that Unisys's AI-enabled service desk outperformed the industry benchmark by an impressive 30%. Such achievements underscore the company’s ongoing investments in technology and innovation, which have led to tangible enhancements in service delivery.
Patrycja Sobera, the Senior Vice President and General Manager of Digital Workplace Solutions at Unisys, expressed pride in the team's dedication: "Earning this recertification reflects the commitment of our Service Desk agents, who work 24/7 to provide human-first IT support. Our approach blends modernization with operational excellence."
One of the standout features during the HDI audit was Unisys's use of its proprietary Service Experience Accelerator technology, which leverages automation and intelligent workflows, ultimately optimizing the process of IT service delivery. Additionally, the company reported exceptional client retention rates, with an average tenure of 23 years among its top clients, which is a clear indication of long-term trust and satisfaction.
Unisys has established a compelling Net Promoter Score, showcasing strong customer loyalty and satisfactory support experiences, a testament to their commitment to client service. Furthermore, the company exhibited consistent service quality across different global regions, driving the shift towards experience-based service delivery, thanks to its customer-driven journey programs and tailored service level agreements.
In a landscape where employee engagement is crucial, Unisys continues to thrive by supporting its workforce through robust development programs and holistic management practices, fostering a motivated and engaged team.
This recertification marks an important achievement, as Unisys was initially certified by HDI in 2022 and successfully recertified again in 2024. Also noteworthy is Sobera’s recognition as one of HDI's Top 25 Thought Leaders for 2026, marking her third consecutive year on this prestigious list.
As Unisys continues to push the boundaries in service support and client trust, the company also emphasizes the importance of delivering advancements in technology that allow their clients to challenge the status quo and unlock their potential. With over 150 years of service, Unisys remains committed to innovation in AI, cloud computing, and digital workplace solutions.
For more information about Unisys's Global Service Desk solutions and recent achievements, interested parties can visit their official website or follow their updates on LinkedIn.
The recertification came with a commendable performance and maturity rating of 3.7 out of a possible 4. The HDI audit notably praised Unisys for its strategic focus on AI-driven solutions, automation initiatives, and effective knowledge management systems. Reports indicated that Unisys's AI-enabled service desk outperformed the industry benchmark by an impressive 30%. Such achievements underscore the company’s ongoing investments in technology and innovation, which have led to tangible enhancements in service delivery.
Patrycja Sobera, the Senior Vice President and General Manager of Digital Workplace Solutions at Unisys, expressed pride in the team's dedication: "Earning this recertification reflects the commitment of our Service Desk agents, who work 24/7 to provide human-first IT support. Our approach blends modernization with operational excellence."
One of the standout features during the HDI audit was Unisys's use of its proprietary Service Experience Accelerator technology, which leverages automation and intelligent workflows, ultimately optimizing the process of IT service delivery. Additionally, the company reported exceptional client retention rates, with an average tenure of 23 years among its top clients, which is a clear indication of long-term trust and satisfaction.
Unisys has established a compelling Net Promoter Score, showcasing strong customer loyalty and satisfactory support experiences, a testament to their commitment to client service. Furthermore, the company exhibited consistent service quality across different global regions, driving the shift towards experience-based service delivery, thanks to its customer-driven journey programs and tailored service level agreements.
In a landscape where employee engagement is crucial, Unisys continues to thrive by supporting its workforce through robust development programs and holistic management practices, fostering a motivated and engaged team.
This recertification marks an important achievement, as Unisys was initially certified by HDI in 2022 and successfully recertified again in 2024. Also noteworthy is Sobera’s recognition as one of HDI's Top 25 Thought Leaders for 2026, marking her third consecutive year on this prestigious list.
As Unisys continues to push the boundaries in service support and client trust, the company also emphasizes the importance of delivering advancements in technology that allow their clients to challenge the status quo and unlock their potential. With over 150 years of service, Unisys remains committed to innovation in AI, cloud computing, and digital workplace solutions.
For more information about Unisys's Global Service Desk solutions and recent achievements, interested parties can visit their official website or follow their updates on LinkedIn.
Topics Business Technology）
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