Unisys Global Service Desk Achieves HDI Recertification with 30% Industry Benchmark Lead
Event summary
- Unisys achieved biannual recertification of its Global Service Desk through HDI's IT Support Center Certification program, scoring 3.7 out of 4.
- The recertification highlights a 30% performance lead over industry benchmarks, driven by AI-enabled solutions and automation.
- Unisys boasts an average client tenure of 23 years among top clients and strong employee engagement through robust development programs.
- Patrycja Sobera, SVP and GM of Digital Workplace Solutions, was named one of HDI's Top 25 Thought Leaders for 2026.
The big picture
Unisys's recertification underscores the growing importance of AI-driven IT support solutions in enhancing customer satisfaction and operational efficiency. The company's strategic investments in automation and knowledge management position it as a leader in the shift toward experience-based service delivery, a trend reshaping the IT services sector. With a strong focus on employee engagement and global delivery consistency, Unisys is well-positioned to capitalize on the demand for high-quality, scalable IT support solutions.
What we're watching
- AI Integration
- How Unisys will sustain its 30% industry benchmark lead through continuous AI and automation enhancements.
- Client Retention
- Whether Unisys can maintain its 23-year average client tenure amid increasing competition in IT support services.
- Global Consistency
- The pace at which Unisys can expand its experience-based service delivery model across new regions.
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