TOPdesk
Quickly resetting passwords or answering user questions – it’s these kinds of simple tasks that take up much of a service desk employee’s time. And because it usually takes more time to log these incidents than it does to complete them, such tasks are often not even registered. As understandable as this may be, valuable information is often lost as a result.
The end of a long and intensive implementation is in sight and the IT manager, service desk staff and TOPdesk consultants are wiping the drops of sweat from their brows. The only thing left to do now is actually begin working with the application. In many cases, this involves callers logging their own calls in the Self Service Desk. Yet the telephone continues to ring and colleagues keep dropping by with requests to fix this and that. This wasn’t part of the original plan!
Patrick Mackaaij is the team leader of one of our consultancy teams. When visiting clients, he noticed that many of them could get more out their TOPdesk application. Putting the free Mail import module to use is a good example, as it can save you a lot of time. The only investment is one hour of installation time.
The HauptServiceCenter, a division of McDonald’s Germany, is located in Munich. From there, a team of approximately forty employees maintains the IT infrastructure of the fast food giant, which, at the time of publication, encompasses 1,346 restaurants nationwide. The IT Service & Support department has been using TOPdesk since April 2008. Raik Müller, IT Manager, is enthusiastic about the application.
As a sensible facilities manager, you want to keep your property in a good state of repair. That requires some careful planning and decision-making: just how often should your buildings be inspected for structural abnormalities? How often should the interior and exterior be painted? TOPdesk will help you find answers to these questions.
On 18 June, TOPdesk Netherlands organized the eighth edition of the Symposium. Back in the day, it was a meeting of around twenty clients in the assembly hall of Delft University, but has now expanded into a full-scale service management event for 800 visitors.
TOPdesk software automates the knowledge intensive processes that are present not only in IT and facilities departments but those that can be found in HR departments as well. Living up to the motto ‘Practice what you preach,’ the HR team at TOPdesk has been using TOPdesk software to improve the quality of their services for the last few years. For this article, we talked to our own HR team to see how their processes have been streamlined by the introduction of TOPdesk.
TOPdesk software is mainly comprised of Incident Management (or Call Management) and Configuration Management (or Asset management), which enables you to manage countless objects and company assets. But which options does the module offer and how can its full potential be reached? To answer these questions we will examine this multifaceted module and provide tips and tricks on getting the most out of your Configuration management. Some of the following options are only available in TOPdesk 4 Enterprise, but most are applicable to TOPdesk 3 lite and TOPdesk 3 and 4 Professional.
I work as a software developer at TOPdesk and eat, sleep and breathe almost everything to do with music. I play in a couple of bands, write a reasonable amount of music and am a frequent concert goer. You might think that these two aspects of my life - software and music – have nothing in common. But when you dig a little deeper, there are many similarities between composing music and developing software.
How far has 15 years of development brought TOPdesk software? How is TOPdesk involved in developing software geared towards the future?
From 27 May to 19 June, TOPdesk travelled throughout the Netherlands with TOPdesk on Tour.
The days of being tied to your office so that you can access software on your computer are over.
TOPdesk clients from all over the world can direct their questions, complaints and requests at the help desks in the UK, Germany and the Netherlands. The first line incidents are processed by the local support specialists in London and Kaiserslautern, while second line incidents are resolved by the head office in Delft. Here, 27 people process about 2500 calls per month. To introduce our Dutch help desk, we posed the most frequently asked questions to Jeroen Boks, Manager of the help desk, and Ivette van Putten, Support Specialist.
TOPdesk’s client base continues to grow, both in numbers and geographically. TOPdesk UK aims to not only have more frequent and closer contact with customers, but also bring customers from different organizations together to share knowledge and exchange ideas on the use of TOPdesk.
SaaS – Software as a Service – sees us at the forefront of radical changes in the area of commericial software. SaaS is software offered as an online service, as opposed to locally installed software. It is no longer necessary to purchase, install, maintain and update software. SaaS offers flexibility for a fixed rate per month.
Consider the following scenarios - you may have experienced something similar at some point.
TOPdesk clients illustrate the growing need for an application to support their facilities processes
TOPdesk Magazine is also available in a printed
TOPdesk user days on Curaçao. It may sound like an excuse to go and drink cocktails on exotic beaches, but this wasn’t the case.
Our TOPdesk office in Delft was bursting this summer as around 50 students from the Delft University of Technology used their holidays for a four-week internship at TOPdesk.
Michael Kraft is the account manager at TOPdesk Deutschland and Christiane Schott is responsible for planning and presales. Together they do their best to make TOPdesk a lucrative company in Germany.
Every programmer’s dream is to deliver errorless code. Developers at TOPdesk longed for an application which was able to examine produced code.
“What should I do with frequently occurring activities in my organisation? Where do I register recurring management tasks?
TOPdesk opens a branch in the United Kingdom
ASP, exactly what is that? ASP stands for Application Service Provider. This concerns organisations that offer applications for companies via an Internet connection.
“I need to use the projector for my presentation tomorrow morning. Can I book the meeting room on the 14th floor for this?
Given the fact that many system administrators work with TOPdesk offsite on a regular basis, what could be more beneficial than TOPdesk in a PDA?
At the bottom of good property management lies a good registration of your property assets.
Wolter Smit, one of TOPdesk’s two directors, on a daily basis comes in contact with organisations that outsource IT services.
In 1994 ‘OGD software’ released TOPdesk 1.0. This very first version of TOPdesk ran on an MS-DOS interface and was written in the 16 bits programming language Clipper.
This year marks the 10th anniversary of TOPdesk as an independent organisation. The users of TOPdesk have always had a big influence on both the development of our products and our organisation.
“A new employee is starting tomorrow; can a new workstation be set up? The paper has run out; can someone order some more? Where is the supply of extra pens? Have the mouse mats arrived yet?