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Flying colours at ROC Mondriaan

Flying colours at ROC Mondriaan

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Published by TOPdesk
“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

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Categories:Types, Brochures
Published by: TOPdesk on Jul 11, 2014
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11/15/2014

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6 CUSTOMER IN FOCUS
“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 oor with
other services, such as HRM, Finance and IT.
On the other oors, the students attend their lessons. This means
that the service desk has a view of the Hair and Make-up course’s salon chairs. “It’s not unusual for a student to walk in looking to cut someone’s hair,” says Hoogerdijk with a laugh. “That’s 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 desk’s 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, Hoogerdijk’s team picks it up. “If we can’t 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 Mondriaan’s 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 desk’s 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 HEREIT’S FUN THAT THE SERVICE DESK SHARES A BUILDING WITH  THE STUDENTS

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