Freshservice L1 – Product SME

Job Summary

We are looking for a Freshservice L1 – Product SME to be deployed at a client location in Gurgaon. The role involves providing first-level product support, configuration assistance, user guidance, and operational support for Freshservice ITSM implementation. The ideal candidate should have a functional understanding of Freshservice modules and the ability to interact confidently with business users and IT teams.

Key Responsibilities

• Provide L1 support for Freshservice modules (Incident, Service Request, Problem, Change, Asset)
• Handle user queries related to ticketing workflows, SLAs, automations, and approvals
• Assist users in raising tickets, understanding workflows, and navigating the system
• Monitor ticket queues and ensure adherence to SLAs
• Create and manage categories, sub-categories, groups, roles, and basic workflow automations
• Support form updates, field modifications, user onboarding, and role assignment
• Escalate complex technical/configuration issues to L2/L3 teams
• Coordinate with client stakeholders for requirement clarification
• Generate standard reports and dashboards in Freshservice
• Track SLA compliance and ticket trends
• Maintain documentation of configurations and changes
• Support UAT coordination and assist in process improvement discussions

Requirements

• Basic to intermediate knowledge of Freshservice (or Freshdesk ITSM)
• Understanding of ITIL concepts (Incident, Problem, Change, SLA)
• Familiarity with workflow automations, ticket lifecycle, asset module, and approval processes
• Good Excel knowledge for reporting
• Good communication skills (verbal & written)
• Ability to work from a client office in Gurgaon
• Professional stakeholder handling
• ITIL Foundation certification preferred
• Experience working in client-facing or onsite deployment roles preferred