What is TOPdesk? A brief introduction to our ITSM software
Starting at TOPdesk as a developer, marketer, or recruiter means you want to understand what you’re contributing to. At the core of our company is our software. Whether you work directly on the product or support the organization through human resources (HR), facility management (FM), or legal, it makes sense that you’d want to know what we create and why it matters. That’s why this blog gives you a short introduction to our ITSM software and shows how we make our customers’ lives a lot easier.
TOPdesk: how it all began
Every successful story starts with a brilliant idea. In this case, that idea came in the 1990s, from founders Frank Droogsma and Wolter Smit. The latter is still our CEO today.
Frank and Wolter met while working as a programmer and a helpdesk employee at a small IT company, alongside their studies. They realized that things could be done better. So, in their student room in Delft, they created the first version of TOPdesk, with the aim of helping companies to improve, simplify and streamline their services. Why? So that those companies could focus entirely on their passion again!
What is ITSM?
Okay, so it’s software. Tell me more! ITSM stands for IT Service Management: the way an organization internally organizes and manages its IT services. It ensures that all employees always have a working laptop, a functional business account, and the necessary software to do their jobs. Good ITSM also ensures they get quick help when a printer jams or their laptop won’t connect to Wi-Fi. In such cases, employees create a ticket in TOPdesk, which the IT department handles.
Why TOPdesk? So that companies could focus entirely on their passion again!
But TOPdesk isn’t just for IT services. Departments like FM and HR also benefit from it in their daily tasks. Think about onboarding a new colleague. Once recruitment submits the request, TOPdesk creates tasks: a new account will be created, and on the first workday, the access pass and public transport card will be ready.
In short: users register incidents, track requests, and improve collaboration between departments so colleagues get help quickly and processes run smoothly. These users? They’re the employees of our clients—diverse organizations in healthcare, government, industry, and the service sector. Think of the Princess Máxima Center, Tony’s Chocolonely, or Transavia—all use TOPdesk to make their internal services more efficient.
What does TOPdesk look like?
TOPdesk works on two sides: one for colleagues who have a problem or request, and one for the colleagues who handle incoming tickets. In the video below, we clearly explain how a problem from colleague Dave is solved by Charles from the service helpdesk.
Software as a Service (SaaS)
We offer TOPdesk as a SaaS solution, meaning it runs in the cloud. We regularly roll out updates, ensuring that customers always have access to the latest secure version.
Our customers can fully customise their TOPdesk environment without requiring any programming knowledge. The environment is ready for new customers to use within a few weeks, and new features can always be added later based on changing needs.
During the implementation process, our consultants work closely with customers to review their processes, needs and goals. This ensures that TOPdesk fits the organization’s daily operations from day one.
Our consultants ensure that TOPdesk fits the organization’s daily operations from day one.
Is it all sustainable?
Is it all sustainable?
After more than 25 years, TOPdesk is used worldwide. We even have offices in eight countries: the Netherlands, Belgium, the UK, Germany, Denmark, Hungary, the US, and Brazil. This enables us to make a real difference on a large scale.
We continuously work on making our software more sustainable and accessible. New customers are hosted CO₂-neutral by default, and we’re gradually moving existing customers to the same infrastructure. We’re also making TOPdesk more accessible for everyone, with recognition from organizations like Royal Visio and steps toward WCAG 2.1 level AA—the accessibility standard for people with disabilities.
The Future of TOPdesk
TOPdesk is constantly evolving – both as an organization and with the software we offer. So, if you were to join TOPdesk now, what would you encounter? How do we make our software better every day?
We spoke with CPTO Benno Richters about the future of product & technology at TOPdesk. He talked about modernizing the user experience and improving our software architecture: “After 25 years, the TOPdesk software needs constant maintenance. We want to use the latest technologies and replace the old ones. A challenge we’re continuously working on.”
Want to make an impact at TOPdesk? Whether you want to help build our organization or the software itself – check out our job openings and apply for the perfect role for you!
