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The Expertise Desk: point of contact for TOPdesk questions
A point of contact for your administrators, key users and operators, for anything to do with TOPdesk itself. Support questions, 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 for questions about TOPdesk; tickets from end users stay with your own service desk.
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
- Tickets from end users: those stay with your own service desk
- Managing suppliers of other systems
Availability and languages
| When | Working days 08:00–17:00 |
|---|---|
| Through | The SelfServicePortal (preferred), email and phone; we log every request in the operator group VCITC Expertise Desk in your environment |
| By phone | Dutch or English |
| By email | Dutch or English |
| Response | Within 2 working hours, a target in the SLA |
| Resolution | Support questions within 1 working day, a target in the SLA; changes follow the schedule from the monthly review |
On the phone and by email we help you in Dutch or English. We deliver documentation and reports in Dutch or English.
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. No response times apply in the evening window.
Evening Expertise Desk
Working days 17:00 to 21:00, available as an add-on to Fully Managed.
Frequently asked questions
Which package includes the Expertise Desk?
Fully Managed, from 32 hours a week. There we are the first point of contact for questions about TOPdesk. Under Monitor and Managed we do part of the administration work. Those questions then go to your own organisation.
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.
Are you available outside office hours?
On working days until 21:00, if you take the Evening Expertise Desk. Beyond that, no: we have no on-call service.
An hour on your TOPdesk environment?
The TOPdesk quick scan is free of charge and without obligation, once per organisation: an 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.