TRC Talent Solutions

Job Description Job Description Client Overview: Our client is seeking a senior-level Service Desk professional to play a critical role in both end-user support and IT service management platform administration. This position offers a unique opportunity to help shape and optimize the organization's Freshservice environment while supporting high-visibility customers and driving ITSM process improvements. Overview: The Senior Service Desk Analyst / Freshservice Administrator will serve as a technical escalation point for complex support issues while leading the configuration, administration, and continuous improvement of the Freshservice platform. This role combines hands-on technical troubleshooting with ITSM platform ownership to improve service delivery, operational efficiency, and user experience. Summary: We are seeking a highly experienced Service Desk professional with deep technical support expertise and direct Freshservice administration experience. The ideal candidate will be comfortable supporting executives and critical business users, resolving complex technical issues, and designing scalable ITSM processes within Freshservice. Success in this role requires a strong customer-service mindset, technical troubleshooting skills, and the ability to translate operational requirements into effective workflows, automations, and service management solutions. Responsibilities: Serve as a senior escalation point for complex endpoint, Microsoft 365, mobility, application, and connectivity-related support issues. Provide executive and VIP support while maintaining exceptional customer service and communication. Lead major incident communications and coordinate issue resolution across internal teams. Administer, configure, and enhance the Freshservice ITSM platform to support business and operational requirements. Design and maintain service catalogs, request workflows, approval processes, SLAs, and portal experiences. Develop and manage workflow automations to improve efficiency and service delivery. Configure and maintain reporting, dashboards, metrics, and knowledge management resources within Freshservice. Support and improve ITSM processes across Incident, Request, Problem, Change, Asset Management, and CMDB functions. Maintain CMDB integrity and promote strong data governance practices. Partner with stakeholders to translate operational needs into scalable Freshservice solutions. Support integrations between Freshservice and enterprise systems, including identity management, endpoint management, collaboration tools, and related platforms. Analyze support trends, recurring issues, and platform data to identify continuous improvement opportunities. Develop recommendations that improve workflows, reduce support volume, and enhance the customer experience. Coach Service Desk team members on process adoption, ticket quality, and consistent ITSM execution. Participate in platform implementation, administration, and enhancement projects. Qualifications: Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent experience will be considered. 5+ years of progressive IT support or Service Desk experience in enterprise environments. Strong experience troubleshooting Windows endpoints, Microsoft 365, mobility platforms, business applications, networking, and connectivity issues. Demonstrated Freshservice administration experience, including platform configuration and ongoing support. Experience designing and managing service catalogs, workflows, automations, approvals, SLAs, dashboards, reports, and knowledge bases within Freshservice. Strong understanding of ITSM processes, including Incident, Request, Problem, Change, Asset Management, and CMDB administration. Experience with CMDB governance, asset management, and data quality best practices. Experience supporting executive and VIP users in high-visibility environments. Ability to own escalations and lead communication during major incidents. Experience integrating ITSM platforms with identity management, endpoint management, collaboration, and business systems preferred. Working knowledge of APIs, integrations, and automation technologies preferred. Strong analytical, troubleshooting, and problem-solving skills. Excellent verbal and written communication skills. Experience utilizing service metrics and operational reporting to drive continuous improvement initiatives. ITIL Foundation certification preferred. Experience implementing or enhancing Freshservice environments strongly preferred. No travel requirements specified. TRC Talent Solutions is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. At TRC, we take pride in fulfilling our opportunity to add value to our client's business as their staffing partner while connecting talented professionals with opportunities to grow their careers.