Global L1 Helpdesk Agent - Zendesk & IT Ops

ingrammicro; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Ingram Micro in Taguig, Philippines, invites applications for an L1 Helpdesk Support Agent within IT Operations. You will be the first point of contact for Zendesk support requests and day-to-day platform assistance, ensuring courteous, effective support for associates, partners, and customers.

You will manage queues, route tickets, keep users updated, and collaborate with L2 administrators to resolve issues.

Qualifications

• 3–5 years of Helpdesk experience in admin/ops roles.
• Experience managing shared support queues and service requests.
• Zendesk knowledge and platform administration is a plus.
• Strong customer service and communication skills for global teams.
• Ability to follow governance, security controls, and escalate as needed.

Responsibilities

• Manage Zendesk support queues and route tickets efficiently.
• Prioritize requests and provide timely updates to users.
• Perform routine admin tasks: user updates, access changes, org/group maintenance.
• Collaborate with L2 admins and platform owners for complex issues.
• Identify recurring issues and contribute to knowledge base and process improvements.

Skills

Customer service

Zendesk

Communication

Tools

Zendesk

Job description

Ingram Micro in Taguig, Philippines, invites applications for an L1 Helpdesk Support Agent within IT Operations. You will be the first point of contact for Zendesk support requests and day-to-day platform assistance, ensuring courteous, effective support for associates, partners, and customers.

You will manage queues, route tickets, keep users updated, and collaborate with L2 administrators to resolve issues.