This report reveals how digital employee experience (DEX), collaboration and AI are reshaping the role of internal IT—with data, expert opinions, and practical takeaways.
This report is the result of an international online survey conducted by Censuswide in August 2025 on behalf of TOPdesk.
A total of 6,000 IT professionals participated, from Belgium, Germany, the Netherlands, Austria, the United Kingdom, and Switzerland. All of them work in organizations with more than 25 employees. This report focuses on the responses of 1,000 UK IT professionals.
TOPdesk is a flexible, ready-to-use software platform for ITSM, FM, and ESM that combines proven best practices with easy personalization—ensuring a smooth, fast start without the heavy lifting.
Once set up, TOPdesk is effortless to maintain. No coding or consultants required—just intuitive tools that evolve with your organization’s changing needs.
From Sales to 24/5 Support, you’re guided by in-house experts who care about your success—and connected to a thriving community of ITSM professionals.
They are the most hands-on company that I've worked with in 10 years. We've never had a deployment go as smoothly.
The software is extremely good, but the support is in another league. The team are extremely friendly, very knowledgeable and will almost always know the answer immediately.
TOPdesk is customizable in a user-friendly way. Other tools I worked with required technical and expert-level knowledge to make different queues, portals, and categories.
User feedback’s been overwhelmingly positive. Our reports for customer service are always high, with over 90% reporting a great experience.
TOPdesk is easy to use and affordable, with all features to smoothly manage services.
Our service desk helps end users much more quickly. It's great to have everything in one clear overview: how many calls are coming in, who is handling which call, and the status.
TOPdesk is a quality solution, supported by quality people at a very affordable price.
The people at TOPdesk are always quick to respond to questions or problems. When we're tinkering with our system again, they have good ideas. They simply radiate competence.
