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.
- Robust 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

📌 Senior Fresh service Desk & ITSM Specialist IQ/0143 (Pune)
🏢 iQuest Management Consultants
📍 Pune