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 roles, agent permissions, and groups.
- Email notifications and approval workflows.
- Configuring service catalog items and change/release templates.
Integration & API Support
- Setting up and maintaining integrations with third-party tools (e.g., Jira, Slack, Microsoft Teams, AD, etc.).
- Troubleshooting API-based automations and webhooks.
- Supporting data import/export, including user data and ticket migration.
System Maintenance & Updates
- Periodic review of system configurations for optimization.
- Applying best practices for asset management, CMDB, and service catalog.
- Ensuring backups and data integrity within Freshservice limits.
- Coordinating updates or feature rollouts as released by Freshworks.
Reporting & Analytics
- Creating and maintaining custom reports and dashboards.
- Analyzing ticket trends and SLA compliance.
- Providing performance reports and improvement recommendations.
User & Agent Support
- Onboarding and training new users/agents on Freshservice features.
- Providing “how-to” support for ticket handling, approvals, and workflow usage.
- Maintaining user guides and FAQs.
Deliverables
- Assist SDM with below deliverables
- Monthly performance and usage reports.
- Configuration change logs.
- Training materials and documentation.
- Incident summary and root cause analysis for critical issues.
Requirements
Qualifications
- Bachelor's degree in Information Technology.
- At least 1 to 2 years of experience as a Technical Support
- Communication: Strong ability to communicate complex technical information clearly to both technical and non-technical stakeholders.
- Experience with FreshService platform in order to effectively address and resolve any issues that may arise for the platform itself.
- Schedule: 8x5 Support (OT if needed)
- Can work Fully ONSITE (Cubao)