“No two days are the same,” says Mariska Hoogerdijk, senior service desk employee for the ROC Mondriaan education group, of her job. With her team of 5 she supports 27 schools comprising about 2,200 employees and 22,000 students.
Timme Hos, TOPdesk Magazine, June 2014, volume 16
“No two days are the same,” says Mariska Hoogerdijk, senior service desk employee for the ROC Mondriaan education group, of her job. With her team of 5 she supports 27 schools comprising about 2,200 employees and 22,000 students.
Timme Hos, TOPdesk Magazine, June 2014, volume 16
“No two days are the same,” says Mariska Hoogerdijk, senior service desk employee for the ROC Mondriaan education group, of her job. With her team of 5 she supports 27 schools comprising about 2,200 employees and 22,000 students.
Timme Hos, TOPdesk Magazine, June 2014, volume 16
No two days are the same, says Mariska Hoogerdijk, senior
service desk employee for the ROC Mondriaan education group, of her job. With her team of 5 she supports 27 schools comprising about 2,200 employees and 22,000 students. FLYING COLOURS AT ROC MONDRIAAN Text: Timme Hos CUSTOMER IN FOCUS 7 Mariska Hoogerdijk, senior service desk employee for the ROC Mondriaan education group Photography: Aad Hoogendoorn 8 CUSTOMER IN FOCUS The ROC Mondriaan, which offers vocational training, general education and job-related courses, has its headquarters in the Dutch city of The Hague. Hoogerdijk and her team share the fourth foor with other services, such as HRM, Finance and IT. On the other foors, the students attend their lessons. This means that the service desk has a view of the Hair and Make-up courses salon chairs. Its not unusual for a student to walk in looking to cut someones hair, says Hoogerdijk with a laugh. Thats one of the fun things about sharing a building with the students. Supporting the campuses Helping out students from future soldiers to beauticians is not the service desks most important task. Our main task is helping the employees with all their problems and questions, explains Hoogerdijk. This is no mean feat for an educational institution with 27 schools in and around The Hague, spread over 17 locations and divided into 6 campuses. For each campus, we support the same club of IT specialists, caretakers and their supervisors, says Hoogerdijk. Regardless of the call type received by the service desk, Hoogerdijks team picks it up. If we cant resolve it, we send it to the relevant operator group. There are about 50 operator groups active at ROC Mondriaan. Some things are put straight through to an external organization. Like when something severe has happened, such as a big leak, says Hoogerdijk. But we also put printer malfunctions through to third parties. Getting started with TOPdesk Early last year, the service desk started looking for a new software package to meet ROC Mondriaans needs. We were looking for a broad facilities management package for creating and monitoring calls, subletting contracts, long-term maintenance planning and managing all our inventories. But above all: a user-friendly package that does not require a lot of bespoke work, says Hoogerdijk. They soon chose TOPdesk. Hoogerdijk was the project leader for the implementation process. As the service desks senior employee, I use TOPdesk intensively. Due to less than ideal experiences with our previous call management package, I had a good idea of what we were looking for. TOPdesk was implemented step by step. All employees were registered in TOPdesk via a link with the HRM data. Once that was complete, the required links were created, branches and locations (including inventories) were registered in TOPdesk and the work processes were analysed and described. ROC Mondriaan went live with Call Management last year, with the caretakers and IT specialists as the main operator groups. The TOPdesk consultant was initially responsible for the training, but WE SOLVE OTHER LOCATIONS PROBLEMS HERE ITS FUN THAT THE SERVICE DESK SHARES A BUILDING WITH THE STUDENTS CUSTOMER IN FOCUS 9 Hoogerdijk soon took over. That was quite easy for me, because I have a good idea of TOPdesks benefts, making communicating this straightforward, says Hoogerdijk. A spontaneous launch A little more than six months on, what are her thoughts on TOPdesk? Its great that we can do more ourselves here at the service desk, says Hoogerdijk. This is where we resolve problems at other locations; it is very effcient. For instance, if there is a problem with the plumbing that the caretakers cannot fx, we put it straight through to our Property department. The Self Service Desk has been up and running for about four months, and people are already making good use of it. I recently created an overview to see how we are doing. Things are going well: the number of calls registered via the Self Service Desk already equals the number we receive through other channels. The introduction of the Self Service Desk was more spontaneous than initially planned, as Hoogerdijk explains. We werent offcially live yet, but the IT department had already prepared the link to the Self Service Desk for everyone. Everyone just started clicking the icon and creating calls. I really liked seeing that; after all, TOPdesk is very accessible. Looking forwards with TOPdesk In November, ROC Mondriaan started using TOPdesks Reservations Management module. We want to use this for the various locations meeting rooms, says Hoogerdijk. People can make their own reservations using the Self Service Desk. The reservation arrives at the central desk, which takes care of the rest of the process. Internal customers are gaining more and more insight into the entire process, and you can tell that this is appreciated. Hoogerdijk also wants to take a closer look at how processes can be registered in Change Management. Imagine someone new commences here, says Hoogerdijk. They would need an email account, but that can only be created once they have a login code. We want to map out step-by-step plans like that. Even if more and more activities are registered, Hoogerdijk still never knows what the day holds for her when she starts work each morning. For instance, we had a problem with the network yesterday, says Hoogerdijk. Everything was down: all locations, all power, telephones, network. At times like that the service desk receives questions like, What should we do with the students? Should we send them home? It is this kind of variety that I like about my job. The atmosphere at the service desk is also great, defnitely now things are so much easier and smoother with TOPdesk. ROC Mondriaan in numbers 5 service desk employees 27 schools in and around The Hague Around 55 operator groups Around 2,200 employees Around 20,000 students Around 1,500 calls per month, of which 750 are registered via the SSD
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