IT Departments 

 

At the core of IT service management lies the processing of calls (incidents). TOPdesk enables you to do more than just record these incidents; they become an integrated part of the workflow of your IT department, allowing you to proactively support your organization.

Monitor your organization with one application

Processing incidents, service requests, questions, complaints, maintenance and malfunctions are just a few of the tasks that an IT department carries out on a daily basis. In order to process these calls smoothly and correctly, a quick and accurate registration of data is essential.

 

A good overview always provides your help desk employees with relevant information at hand for processing calls. In TOPdesk you do not only register incidents, but also the persons and objects (hardware, software, inventory) involved. These data can be easily imported from third party databases such as Active Directory. From help desk employee to supplier, from branch to workplace: you can monitor your entire organization with just one application.  

Work processes

Working with processes can save your organization both time and costs. That is why TOPdesk follows the ITIL method of describing procedures according to 'best practices'. It provides a clear insight into the course of events at your helpdesk.

Workflow

Incoming calls can be recorded by your front office or directly by your end users via email or TOPdesk's Self Service Desk. Tools such as standard solutions help the front office engineer to quickly resolve frequently asked questions. Via a personal workflow or by printed work orders, the back office then carries out the tasks, processing incidents, maintenance, structural problems, activities and projects. You can view both your own workflow and that of your team.

 

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