Senior Fresh service Desk & ITSM Specialist
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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.
• Strong 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.
Bachelor Of Technology (B.Tech/B.E), Master in Computer Application (M.C.A), Bachelor Of Computer Application (B.C.A), Post Graduate Diploma in Computer Applications (PGDCA)
iQuest Consultants, established in 2000, is one of West India's leading recruitment firms specializing in IT, Telecom, Manufacturing, Engineering, and BFSI hiring. The company serves leading organizations including Deloitte, IBM, KPMG, EY, Goldman Sachs, Tech Mahindra, Samsung, Mercedes-Benz, L&T, Hindalco, and many others. It also supports overseas recruitment for reputed Gulf-based companies. With specialized teams handling different industry verticals and an Executive Search division focused on VP, Director, and CXO-level hiring, iQuest operates through 9 offices across 6 Indian cities with over 150 recruitment consultants, delivering recruitment solutions across India and international markets.
Job ID: 153711943
