Hannah Lindqvist

Hannah is a Stockholm-based IT support engineer with 6 years on the tools, the last three as a senior service desk analyst at Klarna where she helped run the Jira Service Management migration off a creaking ServiceNow instance. Before that she did two years of frontline support at IKEA's Helsingborg office, which is where she learned that 80% of helpdesk tickets are really about printers, profiles, or people. She writes the ticketing-workflow and ITSM process pieces here - SLA design that doesn't punish the team, runbook templates that actually get read, and the unglamorous Power Automate flows that save 40 hours a month of password-reset busywork. Her current obsession is shift-left automation: getting a Copilot-in-Teams bot to handle the top 15 repeat questions so tier 1 can focus on the genuinely weird tickets. She holds HDI-SCA, ITIL 4 Foundation, and is studying for MS-900 mostly out of curiosity.