Senior Fresh service Desk & ITSM Specialist IQ 0143

experience in IT Service Desk, IT Support or Managed Services.

• Strong hands-on experience with Freshservice and ITSM processes.
• Strong knowledge of ITIL-based Incident, Problem, Change and Service Request Management.
• Good technical knowledge of Microsoft 365, Windows, endpoints, identity and access management.
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent customer-facing, communication and stakeholder-management skills.
• Experience handling escalations and high-priority/major incidents.
• Ability to work independently as a senior/remote resource while collaborating effectively wider support teams.
• Strong documentation, reporting and process-improvement skills

Main Duties & Responsibilities:

• 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.Role & responsibilities

Preferred candidate profile