Freshdesk ITSM

Job Description

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 Freshdesk’s 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.