IT Support and Service Desk for Companies

What Kristensson Offers

We give organisations responsive IT support that works as an extension of your team. Our IT Support & Service Desk covers day-to-day user support, incident handling and ongoing IT help in your environment. The main parts of the offering are these.

• User support (1st and 2nd line)
  Our service desk is the first point of contact when users need help. We handle 1st line for quick answers and resolve the common problems — password resets, application errors, connection issues — directly. For anything more complex our 2nd line specialists take over, handling deeper troubleshooting and acting as the bridge to any 3rd line or vendor support. With both levels in place the everyday tickets are settled at the first contact, and the ones that need escalating reach the right experts along agreed escalation paths. The result is a support experience where users are helped in time and harder problems are handled without unnecessary handovers.
• Ticket handling and incident resolution
  Kristensson works in a structured ticketing system with an ITIL-inspired incident process, so every request is logged, tracked and worked methodically. When an incident is reported we raise a ticket and categorise and prioritise it, with critical incidents taken immediately. The aim is to restore the service as quickly as we can and keep downtime short. 1st line tries to resolve it directly from known fixes or knowledge articles; where that is not possible we escalate to 2nd line or a specialist. The user is kept informed throughout. Nothing falls between us — each ticket is owned all the way to resolution, and we check back with the user before closing it. From everyday faults to larger incidents we work with quick restoration and clear communication.
• Remote support
  Most user problems can be solved without a site visit, which means faster help and less interruption. We work with secure screen sharing, remote tools and phone or email to settle the request at first contact where we can. How quickly a ticket can be closed depends on what it is. Whether the user sits in the next room or in another city, our technicians can connect and deal with application errors, network problems, printing faults and the rest. Where an on-site visit is needed, a hardware swap for instance, we coordinate it.
• Device support and maintenance
  We do not only handle software. We support the equipment people actually use: computers, laptops, mobile devices, printers and peripherals. We help with setup, drivers, installations, troubleshooting and maintenance to keep the tools in good order. We work proactively on recurring problems and on updates and patching according to your IT policies, and we coordinate warranty cases or vendor contact where needed. From small everyday disruptions to lifecycle work such as rolling out new hardware, we keep people’s devices working so they can be productive.
• User onboarding and offboarding
  We make joining and leaving smooth from an IT point of view. For a new employee we set up accounts, mail and permissions before or on the first day, prepare the device with the right configuration and make sure access to applications and network is in place, so they can start working straight away. We can also give the introduction: signing in, VPN and remote access, and how to ask for support. A smooth onboarding gets new colleagues productive sooner and makes them feel looked after. When someone leaves we handle offboarding to keep security and compliance intact: closing or adjusting permissions, deactivating accounts and coordinating the return or wiping of devices. We coordinate this with HR or management against your checklists.

Support Model

Our support model is flexible and set to your operational needs. We offer different levels of cover so that help is there when and how you need it. Standard hours normally cover the working day, for example 8/9 to 17/18. For organisations that work outside office hours or globally we can agree extended hours, on-call cover outside office hours or round the clock. The level that applies is set out in the service agreement.

We offer several channels: phone, email and a web portal. The portal can also serve as a knowledge base and self-service. The aim is to make support easy to reach and easy to use. Whichever channel is used, the user gets a prompt response and the request is traceable.

Kristensson works to clear SLAs (Service Level Agreements) for response and resolution. We agree the targets with you, for example a response within one hour at high priority and resolution within 4 hours or the next working day depending on severity. SLAs give transparency and accountability, and we follow them up with regular reporting.

We can deliver support in more than one language. As a Sweden-based team we support in Swedish and English. Further languages can be discussed where they are needed.

We also adapt to your processes and tools. If you already have a ticketing or ITSM system we can work in it, so you have full visibility. Alternatively you use our platform and get access to status and reports. We adapt escalation paths and workflows to your organisation, so that our service desk works as an extension of your IT function.

Roles and Responsibilities

A clear definition of roles and responsibilities is a cornerstone of how we work — it means everyone knows who does what, with no gaps and no duplicated effort. When Kristensson runs your service desk we take full responsibility for the daily support as agreed: receiving requests, resolving what we can and escalating what needs other parties, while keeping the user informed. We are the first line for all incoming IT questions and incidents.

Where a request needs a third party — an application vendor, a network provider, or your internal IT for a deeper change — we coordinate the handover and drive the incident all the way to resolution. We do not pass the user around; we stay with the ticket until it is closed, even when more parties have to be involved.

At the same time your IT leadership and other stakeholders keep the overall role. Typically you appoint an internal contact or IT owner who works with us, approves certain orders and helps with prioritisation where needed. The boundaries are defined during onboarding: what we handle ourselves, what needs sign-off, and what sits outside scope. The exact split is set to your needs.

For the end users it stays simple: one way in, one single help desk. Behind it we handle routing and escalation and the work with internal IT. You are kept up to date through reports and review meetings. The result is that Kristensson takes the daily load while you keep strategic control and full visibility.

How We Deliver

To deliver at a consistent standard we work in a structured way with onboarding, documentation, learning and transparency.

• Thorough onboarding
  We start every engagement with a structured onboarding where we learn your environment: infrastructure, network, applications, business-critical systems and priorities. We settle escalation, contact paths and any special requirements, such as VIP users or compliance. We often build a runbook or knowledge base specific to you, so that support is fast and aware of the context from day one.
• Documentation and knowledge base
  We document solutions, actions and findings as we go. Over time this builds a solid knowledge base of known errors, troubleshooting steps and practice suited to your environment, which means requests are resolved faster and more consistently. We also document changes in the environment so that the team stays current.
• Collaboration and knowledge sharing
  We do not work in a black box. We hold regular reviews with IT leadership to follow trends, plan changes and give recommendations. Where we see recurring questions we can contribute guides or short training sessions, which reduces the ticket flow over time and builds a more self-sufficient organisation.
• Reporting and continuous improvement
  We deliver regular reports, usually monthly or quarterly, with the key figures: number of tickets, categories, response and resolution times, SLA outcome and any major events. We analyse the trends and give recommendations, and we can gather user feedback as well. We work to a continuous improvement cycle: analyse the data, improve process, competence and knowledge, then measure again. The aim is that you get more value the longer the engagement runs.