TOPdesk Experts in Germany
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Meet FRATCH Experts in Germany, who have recently used TOPdesk
Markus B.
Last position:
Consultant, Technical Project Manager at Lanxess
- Project: ESU Windows and SQL Server consolidation / Configuration Management in ServiceNow
- Creation of an as-is analysis of all servers worldwide
- Creation of an as-is analysis of all SQL servers worldwide
- Creation of requirements analyses for SQL and server migrations
- Coordination of requirements with partners for migrations to Hyper-V (on-premises) or Azure Cloud
- Moderation of jour fixe meetings
- Creation of roadmaps and solution models for server migrations
- Setup of test scenarios
- Moderation of workshops for the introduction of a Global Admin Team
- Creation of data models (CMDB) in ServiceNow
- Conducting workshops for the CMDB data model
- Creation of solution models for the CMDB
- Creation of seamless configuration and work documentation for the CMDB
- Creation of reports for license management
- Creation of KPIs for data quality in ServiceNow
- Creation of a service catalog
- Moderation of workshops for creating service requests
- Interface between needs analysis and ServiceNow development team
- Systems used: Windows 7, Windows 10, Microsoft Office 365/2010, Windows Server 20xx, SQL Server 20xx, SharePoint, Azure Cloud, Hyper-V, ServiceNow, various tools
Vicenco K.
Last position:
ITSM Project Manager (self-employed)
Unified ITSM framework
- Definition of a company-wide ITSM target picture
- Introduction of a uniform service structure across all business units
SLA and OLA management
- Building a standardized SLA framework
- Definition of service classes (Business Critical, Standard, Low Priority)
- Introduction of OLAs between internal teams
- Building meaningful SLA reporting
- Definition of KPI and service dashboards for business units
Service portfolio management
- Definition of service descriptions
- If needed, preparing possible cost and service billing
Ticketing & processes
- Incident management
- Uniform ticket categories
- Standardized prioritization
- Escalation matrix
- Automations
- Self-service optimization
Request fulfillment
- Service catalog across all business units
- Approval workflows
Problem management
- Introduction of root cause analysis
- Known error database
- Problem review process
Complete asset management concept
- Hardware lifecycle management
- Software lifecycle management
- Leasing lifecycle
- Mobile device lifecycle
- Monitor lifecycle
- Phone lifecycle
Processes
- Procurement
- Goods receipt
- Inventory
- Assignment
- Return
- Disposal
- Leasing return Goal: single source of truth for all assets
CMDB design
- Definition of all configuration items:
- Workplace
- Notebooks
- Monitors
- Mobile phones
- Printers
Infrastructure
- Servers
- Firewalls
- Switches
- WLAN
- Storage
- Backup systems
Cloud
- Azure resources
- Microsoft 365
- SaaS services
Relationships
- User ↔ Asset
- Asset ↔ Service
- Service ↔ Infrastructure
- Location ↔ Asset
- Goal: make all service dependencies visible
Software asset & license management
- License management concept
- License balancing
- Compliance reporting
- Microsoft license management
- Adobe license management
- SaaS management
- Contract management
- Renewal management
Interfaces & automation Existing systems
- Workday
- Joiner
- Mover
- Leaver
TESMA
- Leasing data
- Contract data
Matrix42
- Asset synchronization
- User synchronization
Active Directory / Entra ID
- User management
Microsoft 365
- License assignment
- Group management
Dormakaba
Access processes
Lifecycle services
Monitoring platforms
- PRTG
- Palo Alto
- Cisco
Reporting & KPI framework
- Definition of a management dashboard
- KPIs
- Ticket volume
- SLA fulfillment
- MTTR
- First resolution rate
- Asset accuracy
- License compliance
- Change success rate
- Service availability
- Degree of automation
Network redesign support
- Governance
- Support of the network redesign from an ITSM point of view
- Definition of affected services
- Change management structure
- Communication concept
CMDB integration
- Recording of all network components
- Service mapping
- Dependency analysis
Validation of documentation and knowledge base articles
- Network documentation
- Operations documentation
- Standard changes
Monitoring & event management
- Target picture
- Central monitoring concept
- Event management process
- Alerting strategy
- Escalation model
Systems
Cisco
Palo Alto
Fortinet
Rubrik
Veeam
Matrix42
Azure
Microsoft 365 Automation
Ticket creation from monitoring
Escalations
Standard actions
Audit, compliance & information security
- ISO 27001 consulting
- TISAX consulting
- NIS2 preparation - consulting
- Audit-ready processes
- Documentation structure
- Evidence tracking in Matrix42
Roadmap
- 12-month roadmap
- Prioritization of all measures
- Quick wins
- Medium-term projects
- Long-term target picture
- Documentation
Christof H.
Last position:
Senior Frontend Developer at HUK24 AG
- Designing new apps as well as enhancing and running 29 Angular apps for digital claims in an Nx monorepo
- Maintaining and improving a shared component library with ~300 libraries for multiple product teams
- Migrating all apps to a new design system including its component library and systematic refactoring
- Developing and maintaining the CI/CD pipelines (Jenkins, Azure DevOps, Terraform, AWS)
- Managing releases independently including branch handling, versioning, PR coordination and production deployment
- Implementing and maintaining tracking (Adobe Analytics)
- Ensuring accessibility according to BFSG/WCAG
- Test-driven development (TDD) with Jest and Cypress
- Code reviews, mentoring and setting up best practices in the team
- Technologies: TypeScript, Angular 16-20, RxJS, NgRx, Nx (Monorepo), npm, HTML, (S)CSS, Storybook, Jest, Cypress, Cucumber, Husky, Node.js, Git, AWS, Azure DevOps (Repos & Pipelines), Jenkins, Terraform, TDD, BFSG, WCAG, Nexus, IntelliJ, Adobe Analytics
Dimitry K.
Last position:
Rollout Expert at Everience Germany GmbH
- Project: Mazars Windows 11 rollout: responsible for the Windows 11 rollout at customer Mazars
- Understand customer-specific requirements (hardware compatibility, application dependencies, Microsoft AD group policies)
- Implement hardware logistics at customer sites
- Involve the IT, business, security, and compliance teams
- Update the infrastructure
- Carry out driver and firmware updates
- Automate the rollout with scripts
- Notify users, provide FAQs, change logs, and support contacts
- Technologies: Baramundi Management Center, AD, Azure AD, Intune, Office 365, OpenProject, RDP, Topdesk, MS Teams, PowerShell
Michael G.
Last position:
IT Service Manager at REWE Digital
- Management and administration of the TOPdesk ticket system for the efficient handling of incidents and service requests as part of IT Service Management (ITSM)
- Implementation and administration of new features in the system for the continuous optimization of processes
- API integration and automation (Freemarker Java Markup Language, FIQL Queries) for flexible and efficient system adjustments
- Development and code implementation using GIT and Visual Studio Code / Secure Shell for stable, secure, versioned code
- Automated data imports with Action Sequences to reduce manual processes and increase efficiency
- Performance optimization in the TOPdesk system: introduction of an automated ticket splitting function, which reduced execution time from 5 minutes to 30 seconds
- Interface implementation between JIRA and TOPdesk for seamless integration of projects and processes
- Co-development of the TOPdesk–Salesforce–SD-Jira integration to improve the customer service experience
- Collaboration on the loyalty program (Rewe Bonus) to increase customer satisfaction and loyalty
- Support for the company-wide rollout of ServiceNow: user and role management, configuration of upgrade sets, creation and customization of transform maps including definition of coalescence fields
- Development of a temporary interface between ServiceNow and TOPdesk to ensure data consistency and transition processes
Peter V.
Last position:
IT Consultant at Evotec KG
- Operation and administration of Windows 2016 / 2019 servers and domains
- Infrastructure services (Active Directory, ADFS, AD Azure Connect, DHCP, DNS, Group Policies)
- Consulting, support and troubleshooting of customer systems
- Documentation and concept design in the area of MS Active Directory
- Updating operation, process and system documentation
- Ticket handling (remote analysis and resolution via incident, change and problem management)
- Technologies: Windows 2022, Active Directory, ADFS, AD Azure Connect, DHCP, DNS, GPO, VMware vSphere, CheckMK, Exchange 2019, PowerShell, Jira, Confluence, Office 365, Matrix42, NetApp, Ansible
Bianca G.
Last position:
Client Management at EDEKA IT Hamburg
- End-user support
- Support with special and extraordinary tasks (support for the Service Manager)
- 1st, 2nd & 3rd level support
- Hardware installation, maintenance and support
- Hardware & software rollouts
- Environment: Windows environment, Citrix Receiver, Citrix Director, ITSM, Office 2016 & O365, AD, Empirum, Teams, Matrix42, Win 10 & 11, Intune, Dell hardware
Marcel R.
Last position:
Team Lead 1st-Level Support – supporting 1st, 2nd and 3rd level support
- Established and led the 1st-level support team of 6 employees
- Shift planning
- Conducting and designing training sessions to optimize service processes
- Setting up and maintaining a knowledge base for the support team and end users
- Rolling out MFA and Windows Hello/Conditional Access, as well as troubleshooting and documentation
- Migrating Exchange on-premises to O365 (approx. 320 users)
- User administration/access management for multiple global locations
- Supporting external employees and companies with access to internal systems and resources
- Dispatching and prioritizing incoming support cases
- Rolling out the current system build for Windows 10 devices
- Monitoring the monitoring tools and creating escalation tickets as required
- Maintaining DNS records and zones
- Replacing hardware – servers and clients
- Reporting
- Tools used: ManageEngine, Zabbix, AD, Entra, Exchange, Windows 10, 11 and Server, Q.Wiki, O365
Marko P.
Last position:
Consultant / Support at BP Europa SE
Monitoring charging sessions
Communication with Fleet Management and CPOs
Infrastructure administration
Assigning permissions and licenses
Maintenance and support
Ticket support
User management
Applications: Zendesk, Graylog, Keycloak, Microsoft 365, Active Directory, SharePoint
Discover over 15,000 top freelancers
Statistics of experts using TOPdesk
Aggregated from the professional profiles of matched freelancers.
Experience
19 years
Position duration
1.5 years
Positions per freelancer
20
Top business areas
Information Technology, Customer Service, Operations
Top industries
Information Technology, Manufacturing, Government and Administration
Certification focus areas
Information Technology, Project Management, Business Intelligence
Bachelor's degree or higher
80%
Master's degree or higher
20%
Certifications per freelancer
5
Most common languages
German, English, Croatian
Speak two or more languages
100%
Based on our profile pool as of 19 Sep 2026.
Daily rate distribution
The chart shows how the daily rates of freelancers in this technology in Germany are distributed, based on recent contracts on our platform. Each bar covers a rate range — its height shows how many freelancers charge within that range.
Average rates of experts in Germany using TOPdesk
Rates are based on recent contracts and do not include FRATCH margin.
The average daily rate is the mean of all daily rates from recent contracts of comparable freelancers on our platform.
The median daily rate is the middle value of all daily rates — half of comparable freelancers charge less, half charge more. Unlike the average, it is barely affected by outliers.
Calculated based on our freelancers’ daily rates as of 19 Sep 2026. Actual rates may vary depending on seniority level, experience, skill specialization, project complexity, and engagement length.
TOPdesk experts industry focus
See which industries our matched freelancers work in most often — every figure is calculated live from the freelancers on FRATCH.
- Information Technology (100%)
- Manufacturing (67%)
- Government and Administration (67%)
- Automotive (56%)
- Energy (56%)
- Banking and Finance (56%)
- Professional Services (56%)
- Retail (56%)
Please note that freelancers can work across multiple industries, so percentages overlap.
About the technology
Enterprise Service Management with TOPdesk
TOPdesk is a modular service management solution for IT service management, facilities, and shared services. It streamlines request fulfillment, incident resolution, and change tracking across distributed teams. Organizations use it to unify support operations through clean user interfaces and standardized ITIL-aligned processes.
Core Capabilities and Process Modules
The platform supports operations through specialized functional components:
- Incident Management and ticketing triage workflows
- Change Management for planned releases and approvals
- Asset Management and Configuration Management Database (CMDB)
- Self-Service Portal (SSP) design and service catalog curation
- Knowledge Management to accelerate first-contact resolution
Tooling and Integration Ecosystem
Modern service architectures connect this platform directly to enterprise infrastructure. Specialists configure REST APIs, webhooks, and import scripts to sync data with Microsoft Entra ID, Active Directory, and HR systems like SAP. They also link monitoring systems, Jira, and communication platforms like Microsoft Teams to trigger automated alerts and task updates.
IT Service Demands Across Germany
Organizations in Germany rely heavily on structured IT governance and strict data compliance. Mid-sized enterprises and public sector institutions frequently deploy the platform in cloud or on-premises environments adhering to local privacy expectations. Skilled professionals guide clean setups that balance standard ITIL practices with German operational workflows.
Why Companies Bring in External Specialists
Organizations engage external professionals during critical transition phases:
- Transitioning from legacy ticketing tools to standard cloud setups
- Restructuring CMDB hierarchies and hardware asset life cycles
- Automating cross-departmental onboarding and offboarding tasks
- Training internal service desk agents and service owners
Indicators of Strong Platform Expertise
Top specialists combine deep ITIL knowledge with pragmatic systems integration skills. They avoid over-customization by leveraging native event actions and standard API connections. Strong professionals design intuitive self-service journeys that measurably reduce incident volumes and increase user adoption across departments.
Frequently asked questions
The facts hiring teams ask for most often when it comes to TOPdesk.
TOPdesk is a service management platform used to handle IT support, facility management, and human resources requests. It standardizes incident logging, orchestrates change approvals, and organizes physical and digital assets in a centralized CMDB.
Compared to enterprise suites like ServiceNow, TOPdesk deploys faster and requires less administrative overhead, making it attractive for mid-market organizations. Against Jira Service Management, it provides deeper native facilities and asset management without needing numerous marketplace add-ons.
A qualified TOPdesk specialist should understand ITIL frameworks, relational database structures, and REST API integrations. Practical experience with JSON payloads, PowerShell or Python scripting, and identity tools like Microsoft Entra ID is crucial for automation.
Most TOPdesk configuration, API automation, and portal design can be executed remotely without operational friction. On-site sessions in Germany are occasionally helpful during initial discovery workshops, hardware audits, or key stakeholder alignment meetings.
Complex migrations benefit from an expert with multiple successful deployments of TOPdesk ITSM under their belt. Deep familiarity with standard module dependencies avoids costly rework in change management workflows and ticket routing structures.
While backend integration for TOPdesk can be configured entirely in English, German language capability is often beneficial. It simplifies stakeholder interviews, service catalog copywriting, and end-user training for internal support teams based in Germany.
A high-quality TOPdesk environment relies on out-of-the-box logic rather than fragile custom scripts. It features a straightforward Self-Service Portal, clear SLA tracking, and reliable automated events that route tasks seamlessly across support tiers.
Before bringing in an expert to configure TOPdesk Enterprise Service Management, teams should map their current incident categories, approval chains, and asset inventories. Having clear business owners and administrative API access ready drastically accelerates project delivery.
The average hourly rate of freelancers in Germany who have used TOPdesk in their recent projects is 90 €, which corresponds to a daily rate of about 718 € based on an 8-hour working day.
Of the freelancers in Germany who have used TOPdesk in their recent projects, 80% hold at least a Bachelor's degree and 20% hold at least a Master's degree.
On average, freelancers in Germany who have used TOPdesk in their recent projects have 19 years of professional experience, with a single engagement typically lasting around 1.5 years.
The most common languages among freelancers in Germany who have used TOPdesk in their recent projects are German (100%), English (100%), and Croatian (22%).
The most common industries among freelancers in Germany who have used TOPdesk in their recent projects are Information Technology (100%), Manufacturing (67%), and Government and Administration (67%).
The most common business areas among freelancers in Germany who have used TOPdesk in their recent projects are Information Technology (100%), Customer Service (78%), and Operations (78%).
Main locations of FRATCH Experts, who have recently used TOPdesk
Our freelancers and interim experts are at home across the DACH region — available on-site in the major business hubs or fully remote. Choose a location to discover matched specialists, local market insights and up-to-date availability.
Berlin Hamburg Munich Cologne Frankfurt Stuttgart Dusseldorf Leipzig Dortmund Essen Bremen Dresden Hanover Nuremberg Request a free demo
Get in touch with the FRATCH team and we will get back to you within 4 hours.
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Philipp Thomaschewski
FRATCH CEO
