experience in IT Service Desk, IT Support or Managed Services.
Robust hands-on experience with Freshservice and ITSM processes.
Solid 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