Freshdesk ITSM

This is a remote position.

Job Title : Freshdesk ITSM Specialist

Department : IT Service Management / IT Operations

Location : Remote

Job Type : Freelance

Job Summary :

We are looking for an experienced Freshdesk ITSM Specialist to manage configure and optimize Freshdesks IT Service Management (ITSM) platform to ensure seamless service delivery ticket management automation and reporting. The ideal candidate should have hands-on experience with Freshdesk modules workflows and integration with other enterprise tools.

Key Responsibilities :

Implement configure and administer Freshdesk ITSM modules such as Incident Problem Change Asset and Service Request Management.

Design and optimize ticket workflows SLA policies escalation rules and automation.

Integrate Freshdesk with tools such as Microsoft Teams Slack Jira or Active Directory.

Develop and manage custom reports and dashboards for service metrics and KPIs.

Create and maintain Knowledge Base and Service Catalog structures.

Ensure data accuracy user access management and compliance with ITIL best practices.

Provide end-user training and support for Freshdesk ITSM functionalities.

Collaborate with IT Security and Operations teams for system enhancements and updates.

Perform system testing upgrades and monitor system performance.

Participate in service improvement initiatives and process automation.

Employment Type : Full Time

Experience : years

Vacancy : 1