ITSM Consultant - Freshworks or similar

Company Description

Exsead Group, headquartered in Melbourne, is a digital adoption company dedicated to enhancing experience management for mid-market and enterprise organizations. Specializing in ITSM, CRM, and Cyber-Security, Exsead Group drives operational efficiency and digital transformation. By partnering with leading SaaS and technology providers, the organization helps businesses optimize their core operations, including customer engagement, product management, employee satisfaction, and brand development.

Role Description

This is a full-time remote position for an ITSM Consultant with expertise in Freshworks or similar platforms. The role involves deploying, configuring, and optimizing IT service management (ITSM) tools to meet client needs. Responsibilities include managing IT operations, service desk enhancements, and problem management to ensure efficiency and customer satisfaction. Collaboration with teams and key stakeholders to identify opportunities for improvement and provide recommendations is an integral part of the role.

Qualifications

• Strong skills in IT Service Management (ITSM) and expertise in Freshworks or similar platforms
• Proficiency in IT Operations and Service Desk management
• Experience with Problem Management and tracking issues to resolution
• Background in Information Technology with a focus on business-driven IT solutions
• Excellent communication and analytical skills
• Ability to work independently in a remote setting
• Relevant certifications (e.g., ITIL) are a plus
• Experience working in IT roles within mid-market or enterprise-sized organizations is desirable