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teams.\nSupport business operations through proactive maintenance and guidance.\nScope of Services\n Incident Management & Issue Resolution\nTroubleshooting and resolving platform issues (e.g., login problems, workflow failures, automation errors).\nDiagnosing performance-related issues or slow response times.\nCoordinating with Freshservice support (Freshworks) for escalations when necessary.\nMaintaining a ticket log and resolution documentation.\nConfiguration & Administration Support\nAssistance with setting up or modifying:\nWorkflows, automation rules, and SLA policies.\nTicket forms, categories, and templates.\nUser roles, agent permissions, and groups.\nEmail notifications and approval workflows.\nConfiguring service catalog items and change/release templates.\n Integration & API Support\nSetting up and maintaining integrations with third-party tools (e.g., Jira, Slack, Microsoft Teams, AD, etc.).\nTroubleshooting API-based automations and webhooks.\nSupporting data import/export, including user data and ticket migration.\nSystem Maintenance & Updates\nPeriodic review of system configurations for optimization.\nApplying best practices for asset management, CMDB, and service catalog.\nEnsuring backups and data integrity within Freshservice limits.\nCoordinating updates or feature rollouts as released by Freshworks.\nReporting & Analytics\nCreating and maintaining custom reports and dashboards.\nAnalyzing ticket trends and SLA compliance.\nProviding performance reports and improvement recommendations.\nUser & Agent Support\nOnboarding and training new users/agents on Freshservice features.\nProviding “how-to” support for ticket handling, approvals, and workflow usage.\nMaintaining user guides and FAQs.\nDeliverables\nAssist SDM with below deliverables\nMonthly performance and usage reports.\nConfiguration change logs.\nTraining materials and documentation.\nIncident summary and root cause analysis for critical 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