IT Service Desk Administration Specialist

Overview

The IT Service Management Administrator is responsible for the day-to-day administration, configuration, and optimization of the Freshservice platform to support efficient IT service management processes. This role ensures seamless platform operations, manages system updates, and assists in implementing ITIL-aligned workflows and automation to meet organizational needs. The Administrator collaborates with IT teams and end-users to ensure the platform delivers value and supports business goals.

Responsibilities

• Configure and maintain the Freshservice platform, including user accounts, roles, permissions, workflows, and automation rules.
• Develop and update the service catalog to reflect current IT offerings and user needs.
• Manage the lifecycle of incidents, requests, and problems within the Freshservice system, ensuring timely resolution and proper escalation.
• Oversee IT asset and inventory management using the Freshservice platform, ensuring data accuracy and compliance.
• Integrate Freshservice with third-party applications (e.g., Jira, Entra or Office 365) to enhance functionality and streamline processes.
• Generate reports and dashboards to monitor platform performance and track key metrics such as response and resolution times.
• Provide end-user training and support to ensure effective use of the platform across teams.
• Collaborate with IT and business stakeholders to gather requirements and implement solutions aligned with ITIL best practices.
• Stay current on Freshservice updates and ITSM trends to recommend improvements and enhancements.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 2-4 years of experience in IT service management or IT platform administration.
• 1-2 years of hands-on experience with Freshservice or a similar ITSM tool.
• Knowledge of ITIL frameworks and service management processes.
• Proficiency in configuring and managing Freshservice features, including workflows, automation, and integrations.
• Strong analytical and problem-solving skills.
• Basic understanding of scripting languages for automation.
• Excellent communication and training skills.
• Detail-oriented with a commitment to documentation and processes

Preferred Qualifications

• Experience in a collaborative IT environment supporting cross-functional teams
• Certification in ITIL Foundation or higher 
• Experience with API integrations and advanced workflow automations in Freshservice 
• Knowledge of IT asset and inventory management processes