The Service Desk Institute has announced the appointment of two new auditors and an industry analyst to its Professional Services Team. The appointments are part of a rapid expansion programme in response to growing interest in the SDI’s qualifications, service desk certification programme and consultancy services.
Carla Thornley, Auditor and Trainer, has had a successful career spanning multiple sectors and many customer service roles. Her recent move from working as an associate trainer at SDI complements a career which has encompassed transformational service desk leadership and management, and the delivery of best-practice and bespoke training. She previously worked as an IT service desk manager for A4e, an approved trainer at APMG International and a help desk service manager at Sheffield Hallam University, UK.
Carla said: “Throughout my career I have always considered a service desk to represent the very heart not just of a department but of an organisation. Working within service desk management exemplifies my professional passions which are people, technology and improving lives. I believe the SDI represents an exciting opportunity to work with passionate people, within an innovative, inspirational organisation assisting people to embrace technological opportunities.”
Karen Taylor, Auditor and Consultant, is taking up her role following a 25 year career in local government. She previously worked as a senior service desk manager at Cheshire West and Chester Council and for its commercial company CoSocius. Karen is experienced at managing, developing and training large teams of technical staff as well as supporting contractors and delivering computer services to a user base of more than 12,000 across 600 sites.
“Working for SDI is an opportunity to give back all the knowledge and experience I have gained. I thrive on change and improvement programmes and I am really impressed that the SDI excels at putting people, not processes, at the heart of an organisation,” commented Karen.
Oliver O’Donoghue, Industry Analyst, joins SDI from Kent County Council’s service desk. After taking part in three service desk audits for Kent County Council he says working for SDI is a natural development in his career. Ollie produces research for the service desk industry and for SDI members on all aspects of IT service management from knowledge management and live chat implementation as well as speaking at industry events, supporting certification audits, and writing for the SDI blog
He added: “I have changed direction and moved from customer support to more of an industry commentator role. The Service Desk Institute is a forward thinking and growing organisation and I am delighted to be part of it.”
SDI sets the internationally recognised Service Desk standards, the only best practice standards available for service desks. It is these standards that form the basis of the SDI professional qualifications, managed by APMG InternationalR, and the Service Desk Certification programme.
David Wright, Director of Professional Services at SDI, said: “Our three new appointments add a huge bank of expertise to our organisation. Their extensive knowledge and experience of managing service desks, as well astraining staff, will be invaluable as we strive to deliver our mission of inspiring service desks across the globe to be brilliant.”