Senior Fresh service Desk & ITSM Specialist

About the Role

• Provide senior-level L1/L2 technical support and own incidents/service requests through closure. • Troubleshoot Microsoft 365, Windows, endpoint, identity/access and business application issues. • Act as the Freshservice subject matter expert, managing workflows, queues, SLAs, categories and priorities. • Manage and optimise Incident, Problem, Change and Service Request Management processes. • Maintain and improve the Freshservice service catalogue, knowledge base, automation CMDB/asset management. • Handle complex and escalated tickets, coordinating with specialist teams where required. • Take ownership of major/high-priority incidents and ensure appropriate communication escalation. • Support root-cause analysis, identify recurring incidents and recommend preventative actions. • Develop service desk reports and dashboards and identify opportunities for continual improvement. • Maintain clear, professional and customer-focused communication with stakeholders throughout the support lifecycle.

Key Skills Required

• Freshservice
• ITSM processes
• ITIL
• Microsoft 365
• Troubleshooting
• Customer-facing

Qualification

B.tech

Additional Details