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The Expertise Desk: your remote service desk for TOPdesk
One point of contact for your whole organisation, for anything to do with TOPdesk itself. Support questions from operators and callers, but configuration questions too: can this form work differently, why is this ticket not moving on, how do we record this. We take that first line off your hands.
What the Expertise Desk covers
The distinction matters, because it sets expectations. Your own service desk helps colleagues with their laptop, their password and their software. The Expertise Desk is about the system that work is recorded in.
With us
- An operator who does not know how to record a change
- A form in the SelfServicePortal that does not do what it should
- A ticket that stalls because an action sequence breaks
- A report that does not match what you see in the lists
- Configuration questions: can this work differently, and what does that cost in effort
Not with us
- Faults in workplaces, network or other applications
- Passwords and accounts outside TOPdesk
- Resolving your users' tickets on their merits
- Managing suppliers of other systems
Availability and languages
| When | Working days 08:00–17:00 |
|---|---|
| Through | Phone, email and the SelfServicePortal |
| By phone | Dutch or English |
| By email | In your own language |
| Response | Within 2 working hours, set out in the SLA |
| Resolution | Within 1 working day, set out in the SLA |
On the phone we speak Dutch or English. If you would rather write in your own language, email us — German and French are fine too. You get the reply in the same language.
Evening Expertise Desk
Does your working day run past five, or is there work that disrupts too much during the day? With the Evening Expertise Desk availability continues until 21:00. Not as an on-call service, but as a planned window: for questions and for work that belongs there, such as a CMDB import, a migration or rolling out a large change.
Evening Expertise Desk
Working days 17:00 to 21:00, added alongside Fully Managed.
Frequently asked questions
Which package includes the Expertise Desk?
Fully Managed, from 32 hours a week. That is where we are the first line for TOPdesk. Under Monitor and Managed we do the administration work, but your own organisation stays the point of contact for users.
Do you take over our service desk?
No. We take over the first line for questions about TOPdesk. Tickets from your users about laptops, network or other applications stay with your own service desk; those are about the work, we are about the system that work is recorded in.
What language will we be helped in?
Dutch or English by phone. By email you may write in your own language; you get the answer in that same language.
Can we skip the Expertise Desk?
Yes. If you do not want to use it we leave it out; the monthly amount stays the same. We do not push anything on you.
Are you available outside office hours?
Until 21:00, if you take the Evening Expertise Desk. Beyond that, no: we have no on-call service and we make no promises about it.
An hour on your TOPdesk environment?
The TOPdesk quick scan is free and without obligation: one online session of about an hour in which we walk through your environment together. You leave with concrete improvement points, even if you buy nothing further.