TOPdesk really is TOP notch!
March 19, 2018

TOPdesk really is TOP notch!

Jon Faulkner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with TOPdesk

The whole experience, from early engagement, procurement, requirements, design, implementation, additional service on-boarding, portal design and development, account management, consulting, support, escalations and ongoing partnering has been exceptional and really without a single fault.
As part of the delivery of the IT Strategy to deliver an improved digital, collaborative, optimised and flexible working environment at the London School of Hygiene & Tropical Medicine I recommended that we introduce a service management tool for the whole organisation. So far it is in use by IT, Estates, Payroll, Communications, Catering, Library & Archives, Student Registry and parts of Finance. In the coming months, more of HR and Finance together with the Grants Management Office will be using the TOPdesk platform. Through this one successful implementation, the school has benefited from greater customer experience and satisfaction, improved efficiency and collaboration for support services, reduced loss of working time across the staff and student communities, advancement of digital capabilities and much improved management information. Much value has already been gained and there is still more to come.
2600 - End users from across the school use TOPdesk, including approximately 1900 staff and 700 UK-based students. The teams that deliver their support services via TOPdesk include IT, Estates, Payroll, HR, Library, Catering, and Registry amongst others.
  • Versatile enough to be usable and add value across multiple support functions - makes ROI and efficiency conversations more obvious
  • Great modular building blocks - enabling progressive development and improvement in planned phases
  • Readily configurable to fit in with desired style and branding - adding to the alignment and common experience for end users
  • Has all the essentials for empowering the end users to self service - shifting support level, delivering more timely and cost effective resolutions
  • The only area of challenge for us with TOPdesk fitting in with our wider technical architecture is that not all of our more obscure tools had existing interfaces or APIs, but this is hardly a bad reflection on TOPdesk
  • One tool for all support services and a very good vfm offering so significant financial advantages, especially when compared to market competitors
  • Shift left and significant increase in self-service resolution
  • Reduced average time to resolution
  • Improved end user satisfaction ratings
  • Reduced total number of calls coming through the helpdesk
As a higher education (HE) organisation we were required to go through a rigorous procurement process. We found that this product was not only way better than our previous IT Helpdesk, but also more aligned to our requirements than many other competitors, including those that the research analysts might rate as better. If you overlay on that it was a more economical offering, that delivers value and continues to offer a very proactive and positive collaborative partnership and the end users are providing frequent compliments on the tool - all in all, it has proven to be absolutely the right choice!
  • TOPdesk provides a clear, cohesive and intuitive customer experience
  • Self-service portal enables reduced contact via less ideal modes i.e. email or phone
  • Promotes effective parallel resolution to complex calls and more effective collaboration between support service areas
  • A customer-focused, people-centric pan-organisation support tool which has done all we were seeking - even though we were seeking a lot!!!

TOPdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management