IT Services
IT Service Desk

IT Service Desk

In the support sector, the IT help desk plays a particularly important role. The failure of IT systems blocks the work of entire departments and costs a company a lot of money. With our IT service desk, we guarantee that you and your employees receive the best professional support at all times – for secure IT operations.

What we offer

Our Service Desk team provides efficient and responsive support for hardware and software issues. Our dedicated, multilingual experts provide customer-friendly and reliable support to your users, ensuring satisfied users.


Answering service requests on all channels

Our specialists look forward to receiving your users’ requests on all channels.

Documentation, categorization and prioritization of service requests

We work in a structured and methodical way to prioritize your requests quickly and comprehensibly.

Analysis, resolution, response and escalation of service requests

Our agents can resolve most requests directly with the user on their own – everything else is forwarded to the appropriate contact person.

Ensuring smooth day-to-day business through staffing and deployment planning during operating hours (incl. weekends and on-call)

We are available to our customers every day – including on-call service and weekends.

Creation of statistics and reporting for the management

The reports we create do not only illustrate our services and their efficiency, but also show the weak points in the functioning of IT systems. This allows us to analyze them in detail and make suggestions for improvement to the customer.

Further development of existing processes

If you wish, we can optimize your processes and develop them further. In doing so, we eliminate process weaknesses or install automations to increase efficiency.

Activities as required

Do you have company-specific activities that we can additionally take over for you? Please contact us.


Completed advanced training and certifications

We are experienced specialists and are familiar with the most common hardware as well as software components. You put your IT requests in professional hands and therefore we need only a short training period. Our employees have specific certificates such as ITIL, Cisco, Azure and many more.

Experienced in quickly identifying user needs

Your employees are our customers. A friendly, courteous and efficient service is a standard for us.

Independent, proactive and solution-oriented approach to work

As the first point of contact, we often recognize a new problem before the customer does. We analyze the requests, solve them or escalate them to the responsible partners in time to stabilize the operation within the shortest possible time.

Service Management Processes according to ITIL

Our employees take on the necessary tasks and responsibilities in the areas of problem management, change management and asset management.


Support Systems:

We support all hardware and software solutions. We are well acquainted with the current providers. If you offer self-developed solutions, we also offer support for these after a short training period.

Service management system:

You get to decide which software we use to provide our service.

Our service management system (ZenDesk) provides transparency and control in the handling of IT problems and ensures the documentation of all requests.

However, we also already work with other tools used by our customers (TopDesk, Dialoga, ServiceNow, Teamviewer, etc.).


User Support of over 9000 users in 39 countries

We currently provide fast and effective support in 7 languages and currently support almost 1000 branches and offices with over 9000 employees around the world.

Support of back-end and salessystems

As an experienced service desk for back-end and POS systems, we are used to working together with third party vendors on solutions and taking responsibility.

Rollout support of POS solutions

We have successfully supported the rollout of new POS systems on site and remotely.

Project – and rollout support of infrastructure replacements

In project work we are used to be know-how carriers and to successfully pass on the knowledge to the employees.

Get to know FRISTA

Book your initial meeting now and learn how you can become more successful with FRISTA’s nearshoring solutions.

Test & Try – Your entry into the world of nearshoring

Our Test&Try method offers you a uniquely fast and low-risk entry into the world of nearshoring. With customized processes and an agile setup, FRISTA offers you seamless nearshoring solutions from day one and the necessary flexibility for the future.

Test & Try


FRISTA is your Swiss nearshoring partner, specializing in IT, HR, finance and marketing processes. We will provide you with the space you need – so that you can fully concentrate on your winning core activities.

Why Frista