We deliver IT support and service desk for organisations that need fast, knowledgeable help – as your complete support team or as reinforcement to your existing one. You get short response times, clear ticket handling and support that understands your business.
In today’s technology-driven business environment, fast and knowledgeable IT support is crucial to keep operations running smoothly. Every minute of IT downtime can mean lost productivity, frustrated employees, and even revenue impact. For larger organizations, the cost of downtime quickly becomes significant. Quick, effective support helps minimize these losses by reducing downtime and getting staff back to work. When IT issues are resolved promptly, employees can remain productive with minimal interruptions, and the business can continue serving customers without delays. In short, responsive support isn’t a luxury; it’s a necessity to avoid costly disruptions and maintain high user satisfaction.
Key to effective support is having skilled support personnel who can diagnose and fix problems correctly on the first try. A knowledgeable service desk team can often resolve issues in one interaction, sparing users the frustration of repeated calls or prolonged outages. There’s tangible value in first-contact resolution – the more issues resolved on first contact, the happier the users. Employees feel relieved when a support rep quickly fixes their problem, and they can get back to their tasks confident that the issue is fully resolved. Kristensson i Skåne AB understands the importance of both speed and expertise in IT support. Our IT Support & Service Desk is designed to provide organizations of all types with a dependable, professional helpdesk that keeps your IT environment running and your users happy.
What Kristensson Offers
We provide organizations with responsive IT support services that act as an extension of your team. Our IT Support & Service Desk covers day-to-day user assistance, incident management, and ongoing IT help across your environment. Key components of our offering include.
- User Support (1st & 2nd Line)
Our friendly service desk is the first point of contact for your users whenever they need help. We handle 1st-line support to provide fast responses and resolve common issues (password resets, application errors, connectivity problems) on the spot. For more complex or advanced problems, we have 2nd-line support specialists who take over – these technicians deal with deeper issues and act as a bridge to any third-level or vendor support if required. By offering both Level 1 and Level 2 support, we ensure that most issues are resolved quickly and those requiring escalation are promptly handed to the right experts. The result is a smooth support experience where users get timely help and tough problems are efficiently addressed without endless hand-offs. - Ticket Handling & Incident Resolution
Kristensson uses a structured ticketing system and ITIL-aligned incident management process to make sure every request is logged, tracked, and resolved methodically. When an issue is reported, we create an incident ticket and categorize/prioritize it appropriately (for example, critical incidents are flagged for immediate action). Our primary objective is to restore IT services to users as quickly as possible, minimizing downtime. First-line support will attempt immediate resolution using known solutions or knowledge base articles. If an incident can’t be fixed at first line, we escalate it to second-line or specialist teams without delay. Throughout the process we keep the user informed of status. Our approach ensures no issue falls through the cracks – every ticket is owned through to resolution, and we follow up to confirm the user is satisfied before closing. From everyday glitches to major incidents, we handle troubleshooting and remediation with a focus on rapid recovery and clear communication. - Remote Assistance
Most user issues can be resolved without an on-site visit, which means faster support and less downtime for you. Our team provides remote IT support using secure screen-sharing, remote desktop tools, and phone/email guidance to fix problems in minutes. In fact, industry data indicates that most IT support issues can be resolved remotely in a short time – so we emphasize solving issues on the first call whenever possible. Whether a user is across the hall or in a different city, our technicians can quickly connect to their PC or guide them through steps to resolve software errors, network connectivity issues, printer troubles, and more. Remote support allows us to troubleshoot immediately, without waiting for travel, which reduces downtime and interruption. Of course, if an issue does require onsite attention (like a hardware replacement), we will coordinate that, but our goal is to leverage remote tools to get users up and running again as swiftly as possible. - Device Support & Maintenance
Kristensson’s service desk doesn’t just handle software issues – we also support the devices and hardware your employees use every day. This includes desktops, laptops, mobile devices, printers, and other user equipment. Our team assists with device setup, driver and software installation, peripheral troubleshooting, and general maintenance to keep your workforce’s tools in top shape. We proactively address common device problems and apply updates or patches in coordination with your IT policies. By resolving PC performance issues, hardware glitches, or configuration problems promptly, we ensure minimal downtime and disruption to your business operations. Our device support extends to coordinating warranty repairs or vendor support if needed – for example, if a laptop needs a part replaced, we can take care of the process end-to-end. From daily niggles like a frozen laptop to lifecycle tasks like deploying new hardware, we’ve got your users’ devices covered so they can stay productive. - User Onboarding & Offboarding
We help make your employee onboarding and departure processes seamless from an IT perspective. For new hires, our support team will set up user accounts, email mailboxes, and access permissions before or on their first day. We prepare their devices (workstations, phones) with the required configurations, and ensure they have the right software and network access to start work immediately. We can also provide initial IT orientation – for example, helping new users log in, navigate VPN/remote access, or understand how to request support. A smooth onboarding means new staff become productive faster and feel supported from day one. Conversely, when an employee leaves your organization, Kristensson handles the offboarding tasks to maintain security and compliance. We will promptly revoke or adjust access rights, deactivate accounts in systems as directed, and guide the return or wiping of devices. This ensures that ex-employees do not retain access to company data or systems. Both onboarding and offboarding involve coordination with your HR or management teams to follow your procedures and checklists. By entrusting these user lifecycle tasks to us, you can be confident they’ll be done thoroughly and on time – protecting your information and providing a positive experience for incoming employees.
Support Model
Our support model is designed to be flexible and aligned with your operational needs. We offer coverage options to ensure help is available when and how you need it. Standard support hours typically cover the full business day (e.g. 8/9am to 5/6pm), so your users have IT assistance throughout their work hours. For organizations that operate beyond regular hours or globally, we can arrange extended support windows or 24/7 coverage by agreement. We will work with you to define coverage that matches your requirements, including any on-call or emergency support outside normal hours if needed.
We provide multiple support channels so that users can reach us in the way that’s most convenient for them. Your staff will be able to contact the service desk via phone, email, and a web-based support portal. Many issues are best handled with a quick phone call, but others might come in as emails or portal tickets – we’re monitoring all channels. Our portal can also serve as a knowledge base and self-service hub, allowing users to find FAQs or submit requests online. The goal is to make support accessible and easy to engage. In today’s multi-channel environment, users expect prompt assistance wherever they reach out, so we ensure that whether someone calls, emails, or submits a ticket, they get a timely response and their issue is tracked.
Kristensson operates under clearly defined Service Level Agreements (SLAs) that set expectations for response and resolution times. We will agree on SLA targets with you (for example, response within one hour for high-priority incidents, resolution within 4 hours or next-business-day depending on severity, etc.). These SLAs provide transparency and accountability – you will know exactly what level of service to expect, and we measure our performance against these targets. We actively track SLA compliance for all tickets (our systems flag any ticket nearing an SLA breach so we can expedite it). Regular SLA reporting will show you our response times and resolution times in practice. By holding ourselves to defined standards, we ensure a consistently high-quality support experience. In fact, having formal SLAs and meeting them contributes directly to user satisfaction by providing the prompt service users expect.
Our support service can be delivered in multiple languages if required. Being based in Sweden, our team can provide support in both English and Swedish, which covers the needs of most local organizations and international teams alike. If you have operations in other languages, let us know – we can discuss options (for example, adding support for an additional language or working with your bilingual staff as liaisons). The ability to communicate with users in their preferred language can greatly enhance the helpdesk experience, especially for non-technical staff. Our goal is to be a user-friendly service desk that your employees feel comfortable contacting without language being a barrier.
Lastly, we adapt to your environment by integrating with your existing IT processes and systems. If your company already has a ticketing system or IT service management (ITSM) tool, we can work within it – our team can log and update tickets directly in your system for full transparency. Alternatively, you can use our ticketing platform and we’ll give your designated managers access to view statuses and reports. We also integrate with your internal IT team’s procedures: for instance, if certain incidents require approval from your IT or follow specific workflows, we’ll incorporate those rules. We make sure escalation paths are aligned with your organization (e.g. if an issue needs to be handed to a specific internal expert or third-party vendor, we will facilitate that). By aligning with your tools and processes, Kristensson’s service desk becomes a seamless extension of your IT function rather than a silo. We emphasize collaboration and communication with your in-house IT or other providers so that the end-users get a unified support experience.
Roles and Responsibilities
Clear definition of roles and responsibilities is a cornerstone of our service approach – it ensures that everyone knows who is handling what, and that there are no gaps or overlaps in support. When Kristensson i Skåne AB provides your service desk, we take full responsibility for the day-to-day IT support tasks as outlined in our agreement. In practical terms, this means our team will own the process of receiving user issues, resolving what we can, and escalating what we can’t, all while keeping the user informed. We become the first line of support for your organization’s users. All incoming IT issues – whether a how-to question, a minor incident, or a major outage – are first handled by our service desk. We log the ticket, troubleshoot the problem, and resolve it if it’s within our scope (which, for 1st/2nd line, covers most user-level issues and many infrastructure issues). If the problem requires involvement from others (for example, a third-party application vendor, a network provider, or your internal IT for a deeper system change), we coordinate that hand-off and manage the incident through to resolution. We don’t bounce the user around; we stay engaged until the issue is resolved, even if we have engaged additional parties.
Meanwhile, your organization’s IT management or other stakeholders maintain overview perspective and certain responsibilities as well. Typically, our clients designate an internal IT liaison or manager who interfaces with our team. This person (or team) on your side is responsible for things like approving certain requests (if you want to control access or major changes), making decisions on priorities if needed, and handling any tasks that remain on the client side. For example, there may be issues that require a hands-on action at a site (like physically restarting a server or re-cabling something) – if so, your internal IT or facilities staff would do that with our guidance. We make sure to define these boundaries clearly during onboarding: what Kristensson will handle independently, what we will handle but with sign-off from your side, and what is outside our scope and stays with the client or another vendor. Commonly, Kristensson handles all Level 1 and 2 support plus coordination of higher-level issues, whereas the client retains ownership of strategic IT decisions, certain security approvals, and perhaps level 3 support or specialized systems that a third-party maintains. However, the exact split is tailored to your needs.
The client’s end-users will interface with the service desk directly for support – they can call or email us without worrying about which team member is responsible, because we present a single unified helpdesk. From the users’ perspective, it’s simple: “Contact the IT support line and get help.” On the back end, our team takes care of routing and escalation. We also encourage a collaborative relationship with your internal IT team (if you have one). We act as your partners, not outsiders. That means we’ll regularly communicate with your IT leadership about recurring issues, potential improvements, or changes coming up. The client is kept in the loop through reports and review meetings (see next section) so you retain full visibility into what’s happening. Essentially, Kristensson handles the heavy lifting of daily IT support, while you retain strategic control and insight. By removing the burden of first/second line support from your staff’s shoulders, your internal IT and employees can focus on core business and higher-value activities, confident that our team is taking care of users and incidents professionally.
In summary, our responsibility is to deliver end-to-end support for your users – logging issues, resolving them, and communicating with stakeholders – and the client’s responsibility is mainly to provide us with the necessary access, information, and occasional guidance on business priorities. We establish a clear escalation matrix: which situations we handle autonomously and when we involve your team. This clarity prevents any “finger-pointing” and ensures that when an incident occurs, everyone knows their role. Kristensson prides itself on being a reliable partner in this regard: if it’s in our scope, we will own it and see it through. If it’s outside our scope, we will still assist in facilitating the solution so that end-users are never left stranded. By having well-defined roles and open communication, the partnership between Kristensson and your organization runs smoothly, and end-users get efficient support without needing to understand the behind-the-scenes division of labor.
How We Deliver
To provide consistently high-quality support, we follow a structured delivery approach emphasizing onboarding, documentation, continual learning, and transparency. Here’s how we set up and run our support service for success.
- Thorough Onboarding of Your Organization
We begin every new support engagement with a structured onboarding phase. Our team will work closely with your IT department or key contacts to absorb all the necessary knowledge about your environment. This includes documenting your IT infrastructure (systems, network, applications), understanding your business processes and any critical applications, and learning your existing support procedures and priorities. We essentially build a profile of your IT landscape and users. Additionally, we clarify escalation paths, points of contact, and any special requirements (for example, if you have VIP users with priority service, or compliance obligations that require certain protocols). This upfront onboarding ensures that when we go live as your service desk, we are not operating blindly – we’ll be equipped with network diagrams, application lists, access credentials, and support documentation tailored to your organization. We often create a runbook or knowledge base specifically for your company during this phase, which our support agents will use to quickly find solutions for common issues. By investing time in a proper onboarding, we can hit the ground running and provide support that is informed and context-aware from day one, rather than a generic one-size-fits-all approach. It also means your users experience a smooth transition if we’re taking over from an internal team or another provider. They’ll notice that we already know the basics of your environment. A well-prepared onboarding lays the foundation for effective long-term support. - Documentation & Knowledge Base
Kristensson strongly believes in maintaining excellent IT documentation and using knowledge to drive faster resolutions. As part of our service, we continuously document solutions, fixes, and insights from the tickets we handle. Over time, this builds a robust knowledge base of known errors, troubleshooting steps, and best practices tailored to your IT environment. Service desk knowledge bases typically contain info on common issues and their solutions, and we leverage this fully. For example, if we discover a recurring printer issue and find a solution, we’ll document it so that next time any team member can resolve it quickly (or even so that users might self-service if appropriate). We also document changes and updates to your environment so our whole team stays up to date. All this knowledge is shared within our support team, and we can also share relevant parts with your internal IT or users (like FAQ articles) as needed. The benefit is that as the knowledge repository grows, support becomes more efficient and consistent – issues get resolved faster because we’re not starting from scratch each time, and there’s less variance in answers regardless of which support agent handles the call. Furthermore, maintaining clear documentation of your IT assets and configurations means we can troubleshoot in a more informed way, and onboard new support staff quickly if our team expands. In summary, we treat knowledge as a key asset: every incident resolved is an opportunity to improve documentation and prevent future problems. This culture of documentation and knowledge sharing ultimately results in continuous improvement of the support service. - Collaboration & User Knowledge Sharing
We don’t keep IT support in a black box – we believe in collaborating with your team and empowering users with knowledge when possible. Kristensson will establish regular touchpoints with your IT leadership (such as weekly or monthly check-in meetings) to discuss any ongoing issues, review ticket trends, and plan for upcoming changes or needs. This ensures alignment with your business and allows a two-way flow of information: you can update us on new projects or concerns, and we can provide recommendations or heads-up on any recurring problems we observe. We are also happy to assist in training or guiding your staff on IT matters where it makes sense. For instance, if we notice a lot of tickets on a particular application due to user unfamiliarity, we might suggest a short training session or produce a “how-to” guide to reduce those issues. We can contribute to user onboarding by educating new employees on basic IT procedures or security policies as part of their introduction. Essentially, we see ourselves as part of your team and success – not only fixing issues but helping your organization learn and improve technologically. Our support experts are always approachable for questions, and we encourage a culture where users aren’t afraid to ask how to do something (not just report breakages). By sharing knowledge freely – whether through knowledge base articles, tips in our responses, or workshops for your employees – we increase users’ IT awareness and reduce minor issues over time. This collaborative, people-centric approach builds trust and helps IT support be viewed not as an external helpdesk, but as a valued partner in your business operations. - Reporting and Continuous Improvement
Transparency and continual service improvement are integral to our support desk philosophy. Kristensson provides regular reports on support activity and performance, so you have full visibility into what our team is doing. We typically deliver monthly (or quarterly) reports that include key metrics such as the number of tickets handled, ticket categories, response and resolution times (and how they met SLAs), and any notable incidents. We also track trends – for example, if we see a spike in a certain type of issue, we’ll highlight that. These reports align with the service desk practice of managing by metrics and reporting on service performance. In addition to quantitative metrics, we include qualitative insights or recommendations. For instance, we might note that an outdated software is causing repeated problems and suggest an upgrade, or that users frequently request a certain capability – facts that could feed into your IT strategy. We are happy to review these reports with you in meetings to ensure you’re getting the insights you need. Moreover, we gather user feedback (we can deploy short satisfaction surveys after ticket closures or gather informal feedback) to gauge how happy your employees are with the support. If anything is less than excellent, we take that as input to improve. Kristensson follows a cycle of continuous improvement: analyzing support data to identify areas for improvement, implementing changes (such as adjusting processes, adding a how-to article, or training our staff in a new skill), and then measuring again. Our aim is to not just maintain service quality, but to make it even better over time. We keep up with industry best practices in service management and introduce enhancements when beneficial. With transparent reporting and a proactive mindset, we make sure that the longer you work with us, the more value you gain from our support partnership.
Fast, reliable IT support is essential for every modern organization and Kristensson i Skåne AB is here to deliver exactly that. If you’re looking to improve your IT support capabilities or relieve your team from daily helpdesk duties, we can help you achieve that in a professional and cost-effective way. In a support health check, our experts can assess your current IT support setup and performance (ticket volumes, resolution times, user feedback, etc.) and identify opportunities to enhance responsiveness, efficiency, and user satisfaction. It’s a great starting point to understand where improvements can be made, whether you fully outsource or not.
Don’t let IT issues slow down your business. With Kristensson as your support partner, you’ll gain a responsive Service Desk that keeps your users productive and your IT environment running smoothly. We’re happy to tailor a solution that fits your organization’s requirements and show you how a well-run IT support service can free your team to focus on growth rather than firefighting. Let’s work together to ensure your users get the help they need – when they need it.
