Service Desk & End-user Support
Employees get quick, competent help in Swedish or English, by chat, phone or in person, and common requests are solved before they ever reach a queue.
Is this for you?
You might need this if…
Employees wait too long for answers to simple questions, and complaints about IT support keep coming up.
Password resets and access requests take a large share of your support team’s time.
New starters arrive without a working laptop or the access they need on their first day.
Your offices are spread across several sites, and nobody is close by when hardware fails.
What we deliver
What it covers
Service desk in Swedish and English
A service desk that answers by phone, chat, e-mail and portal in Swedish and English, during the hours you need. Agents resolve as much as possible at first contact and keep users informed until the issue is closed.
AI virtual agents and self-service
We set up virtual agents and a self-service portal that handle common questions, password resets and standard requests at any hour. Users get instant answers, and agents can focus on issues that need a person.
On-site and field support
Technicians visit your offices and sites for hardware faults, meeting-room equipment, moves and installations. Visits are scheduled and tracked in the same tickets as remote support.
Onboarding and offboarding
We run joiner, mover and leaver processes end to end, from accounts and licences to devices and access rights. New starters are productive on day one, and leavers lose access when they should.
Device provisioning and support
We prepare, enrol and deliver laptops and phones, for example with Windows Autopilot and Intune, and handle repairs, replacements and returns. Users get a ready-to-use device with minimal hands-on effort.
Our approach
How we work
01
Listen
We analyse ticket data, survey users and map the most common contacts, their volumes and how long they take to resolve.
02
Design
Support channels, opening hours, service levels, knowledge base and escalation paths, agreed with you and documented.
03
Launch
Knowledge transfer, tool set-up and a communication plan, so users know how to get help from the first day.
04
Refine
Regular reviews of satisfaction, resolution rates and recurring issues, and a steady shift of simple requests to self-service.
Best practices
What we bring to every engagement
Resolve at first contact
Agents get the knowledge articles and permissions they need to solve issues on the spot instead of passing them on.
Measure experience, not only tickets
User satisfaction and time lost are tracked alongside response times, because a fast reply that does not help is not a good service.
Shift left deliberately
Recurring requests are moved step by step to self-service and automation, starting with the highest-volume ones.
Keep the knowledge base alive
Every resolved issue that could happen again becomes or improves a knowledge article.
Fix the cause, not just the ticket
Repeating incidents are passed to problem management so the underlying fault is removed.
Verify before resetting
Identity checks for password resets and access changes protect against social-engineering attacks on the service desk.
Outcomes
What you get
- A service desk in Swedish and English with agreed service levels
- Self-service and virtual agents for the most common requests
- A maintained knowledge base for users and agents
- Repeatable joiner, mover and leaver processes
- Devices delivered ready to use
- Monthly reporting on volumes, resolution and satisfaction
AI-powered
Unleash the power of AI
We offer the possibility of using AI throughout this work: ready-to-use AI tools, or a customised version built for your organisation that can run inside your own infrastructure. In end-user support, AI virtual agents answer common questions in Swedish and English, classify and route tickets, and suggest knowledge articles and replies to agents, so users get help faster and agents spend their time on harder cases.
Starter offer
Service Desk Health Check
A fixed-scope, three-week review of your current IT support that shows where users lose time and which improvements will make the biggest difference.
Days 1–3
Collect
Kick-off, extraction of ticket data and a short survey of employees and support staff.
Days 4–8
Analyse
Analysis of contact volumes, resolution times, repeat issues and channels used.
Days 9–12
Identify
Identification of self-service and automation candidates and gaps in processes and knowledge.
Days 13–15
Present
Findings and a prioritised improvement plan presented to IT management.
You receive
- An analysis of ticket volumes, resolution times and top contact reasons
- User and support-staff feedback summarised
- A list of requests suited to self-service or virtual agents
- A prioritised improvement plan with quick wins
FAQ
Frequently asked questions
How quickly can a new service desk be up and running?
Usually within six to ten weeks, depending on the number of users, systems and sites. Knowledge transfer and tool set-up are the main factors, and we plan them with you from the start.
Will our employees notice a difference in language or tone?
Agents support users in Swedish and English and follow your terminology and ways of working. We agree greetings, escalation rules and communication style with you before launch.
Can you work in our existing ticketing tool?
Yes. We can work in your existing tool, such as ServiceNow, Jira Service Management or TOPdesk, or recommend a change if it clearly improves the service.
How do you cover on-site support in different towns?
Altechy coordinates field technicians from partner firms in our network, so we can match the locations you need. You still have one point of contact and one ticket flow for all support.
Related services
End-user Computing Microsoft 365 & Collaboration Enterprise Service Management Identity & Access Management Generative & Agentic AI Intelligent Automation
Let’s give your employees support they value
Book a free 60-minute idea session. We explore your challenges and opportunities with you, and suggest where to start — with no obligation.