Senior Fresh service Desk & ITSM Specialist

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.