:
Administer and Manage FreshService SaaS Application.
IT Service Management Methodologies : ITIL, Incident Management, Change Management, and Problem Management.
Enterprise Service Management Methodologies: Knowledge Management, Asset Management, and Alert Management.
Azure Cloud Services: Identity and Access Management, Azure Active Directory ( Entra ID), Azure Assets, Role Based Access Control.

FreshService Administration:
Administration and oversight of all FreshService modules, including but not limited to Incident, Change, Problem, Alert, Management modules.
Administration and organization of automation, such as workflows, business and Supervisor rules, Service Level Agreement policies.
Setting up Hardware and Software asset management within FreshService
Create documentation of FreshService configuration, end user articles, and guides.




Responsible for maintaining and sharing knowledge of policies and procedures of the IT ticketing system.

FreshService Consultant:
Jointly interfacing with IT and business units to develop requirements and configuration support for using FreshService optimally.
Develop, implement and ensure processes, procedures, and standards are followed, across all workspaces.
Establish parameters for and monitor work quality and performance metrics in FreshService Analytics and Tableau.
Conduct root-cause analysis to identify systemic issues and prevent future incidents.
Create analysis and trending reports for assigned unit .
Copilot the FreshService internal user group with IT Services team.

📌 Freshservice Administrator Kolkata
🏢 Pinnacle Group
📍 Kolkata