Zoho Desk & Zoho ServiceDesk Support and Administration Specialist

We are looking for an experienced Zoho Desk & Zoho ServiceDesk Support and Administration Specialist to manage, maintain, and improve our service management platforms. In this role, you will be responsible for system administration, workflow automation, integrations, user access management, and ongoing support for business users.

You will work closely with IT teams and business stakeholders to ensure efficient service processes and a high-quality user experience.

Responsibilities:

• Administer and support Zoho Desk and Zoho ServiceDesk platforms.

• Configure and maintain workflows, SLAs, Blueprints, automation rules, and service catalogs.

• Manage user accounts, roles, permissions, and access controls.

• Monitor ticketing processes and ensure system performance and reliability.

• Configure ticket routing, escalation rules, and service processes.

• Integrate Zoho platforms with Active Directory, Azure/Entra ID, Microsoft Teams, CRM systems, and other business applications.

• Support platform upgrades, implementations, and migration projects.

• Troubleshoot system issues and provide ongoing platform support.

• Collaborate with business stakeholders to gather requirements and improve processes.

• Deliver user training and provide guidance on best practices.

We expect from you:

• 5+ years of experience in IT Service Management (ITSM), Service Desk, Application Support, or similar roles.

• 3+ years of hands-on experience administering Zoho Desk and/or Zoho ServiceDesk.

• Experience configuring workflows, business rules, ticket routing, escalation mechanisms, and SLA management.

• Understanding of API integrations and system connectivity.

• Knowledge of Active Directory, Azure/Entra ID, Microsoft Teams, and CRM platforms.

• Understanding of ITIL principles and IT Service Management best practices.

• Customer-focused approach and commitment to service quality.

• Ability to explain technical concepts to non-technical users.

• Excellent organizational and time management skills.

• English: Upper-Intermediate (B2) or higher.

• Russian and/or Polish will be a plus.

We offer:

• Remote work or office/hybrid format in Batumi.

• Official employment through our Georgian legal entity, with work permit sponsorship and support for international candidates if required.

• Salary relevant to your qualifications in the market.

• Opportunity for professional training and development: corporate training programs and much more.

• Democratic management style and a friendly team.

Join us and become part of our team!