Frits Koot

HR Advisor and Talent Lead

As HR Advisor and Talent Lead at the TOPdesk headquarters in Delft, Frits is in the business of helping people. He focuses on creating an open and honest feedback culture in which people help each other grow. Frits practices common sense and stimulates the teams and individuals he coaches to do the same.

Merging service desks

The major factor that makes a good service desk employee

Intrinsic motivation is the major factor that makes a good service desk employee. But how do you select team members based on this character trait?

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Employees working through the best practices

Improve your Knowledge Base using negative feedback

What do you do when a knowledge item is deemed ‘not helpful’ by your customers? Find out what we do over at TOPdesk.

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Creating customer satisfaction

5 ways to improve your IT department’s image

The image of your IT department might not always be positive. Colleagues will mostly contact you when they have a problem. You’ll need transparency, recognizability and procedures to improve this image. In this blog we give you 5 ways how to improve IT department image.

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Airport Self service principles applied in IT

What IT organizations can learn from service failure at airports

Your service desk likely won’t be affected by snow storms or a pilots’ strike. But you can still learn from self service failure in the airline industry.

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Service level agreements

The top 5 ITSM trends for 2020

How will ITSM change this year? We collected the 5 most relevant ITSM trends 2020 that will change service management.

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ITAM vs ITSM – how they differ and complement each other

Industry expert Stephen Mann dives into ITAM vs ITSM. What exactly is IT Asset Management (ITAM) and how does it relate to ITSM?

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