System Administrator- Helpdesk

Responsibilities and Accountabilities

• Provide administrative support for the Financial Coordination Platform (FinCoorP) Freshservice ticketing helpdesk, including system configuration, maintenance, user support, troubleshooting, data analysis, and coordination with relevant stakeholders.
• Review and clean up unresolved and duplicate tickets by analyzing records, coordinating with agents, and updating ticket statuses to ensure accurate tracking and reporting.
• Map and configure existing and new mailboxes to support system functionality and communication workflows.
• Develop and update technical documentation for FinCoorP, ensuring clarity and usability for end-users, agents, and system administrators.
• Generate and maintain FinCoorP reports, analytics, and dashboards, including the creation and management of Power BI dashboards.
• Produce high-quality documentation and reports aligned with organizational standards, formats, and audien...