What are the responsibilities and job description for the IT Service Desk Administration Specialist position at Power Partners?
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