Job Description

• Provide timely technical assistance for Freshservice-related issues.
• Maintain system uptime and configuration integrity.
• Enable efficient use of Freshservice features across IT teams.
• Support business operations through proactive maintenance and guidance.

Scope of Services

Incident Management & Issue Resolution

• Troubleshooting and resolving platform issues (e.g., login problems, workflow failures, automation errors).
• Diagnosing performance-related issues or slow response times.
• Coordinating with Freshservice support (Freshworks) for escalations when necessary.
• Maintaining a ticket log and resolution documentation.

Configuration & Administration Support

• Assistance with setting up or modifying:
• Workflows, automation rules, and SLA policies.
• Ticket forms, categories, and templates.
• User rol...