2018 Team Excellence Award Finalist

Marsh & McLennan Companies

Siobhan TateWith more than 60,000 colleagues in 100 countries, Marsh & McLennan Companies (MMC) is comprised of four operating companies – Marsh, Guy Carpenter, Mercer and Oliver Wyman – and a corporate center.

Marsh & McLennan Global Technology Infrastructure (MGTI) manages the company’s technology environment and delivers a wide range of services to MMC’s employees around the world. This includes computing and service desk support, maintaining six world-class data centers (which are home to more than 14,000 physical and virtual servers that host thousands of applications and systems), and managing the firm’s local and wide area networks, Internet connectivity, email and telephony.

The MGTI Service Desk team consists of 114 analysts located in nine locations around the world. Our team handles approximately 500,000 contacts from MMC colleagues per year utilizing a 24x7x365 follow-the-sun process.

View the Marsh & McLennan Companies Case Study

Team Excellence Award Information

The prestigious Team Excellence Award recognizes technical support teams that have most enhanced the image of the profession by setting and achieving the highest standards of excellence in customer support.

The Team Excellence Award evaluates teams with regard to maturity, innovation and efforts made to provide a stellar customer experience, and how people, process, and technology together have improved service and overcome challenges presented to the organization. Applicants must demonstrate to what extent and how the organization focuses on employee and customer engagement and satisfaction, how the support center’s mission and/or vision aligns with those of the organization as a whole, and to what extent the team’s cohesiveness is articulated and demonstrated. The team must also illustrate how well processes are defined and executed, as well as how they align with industry good practices.

The finalists are honored at the HDI Annual Conference & Expo, where the winning teams will be announced during a general session.

Submissions must be received by October 31

Begin application process

Read award guidelines and criteria.

For more information on this award or the nomination process, contact Kerri Kramer at 719.955.8127 or your HDI local chapter.