L1 Helpdesk Agent: Zendesk Support for Global Teams

Ingram Micro Philippines BPO LLC; Pateros; On-site; PHP 335,000 - 580,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is hiring an L1 Helpdesk Support Agent (Associate Professional, IT Operations) to be the first point of contact for Zendesk requests. You will manage tickets, updates, and routine admin tasks while maintaining security and governance standards.

Join a team that supports associates, partners, and customers globally, contributing to smooth IT operations and continuous improvement initiatives across the organization.

Qualifications

• 3–5 years of experience in helpdesk or IT operations support.
• Experience managing shared support queues and service requests.
• Familiarity with Zendesk tickets, users, organizations, and macros.
• Strong customer service, communication, and documentation skills.
• Ability to follow processes, security controls, and escalation procedures.

Responsibilities

• Serve as the first point of contact for Zendesk support requests.
• Manage Zendesk queues, prioritize and route tickets, and provide updates.
• Perform routine admin tasks: user updates, access changes, org/group maintenance.
• Document solutions and escalate complex issues to L2 when needed.
• Assist in reporting and process improvements for global teams.

Skills

Zendesk knowledge

Customer service

Ticketing & queue management

Communication

Documentation

Tools

Zendesk

Job description

Ingram Micro Philippines BPO LLC is hiring an L1 Helpdesk Support Agent (Associate Professional, IT Operations) to be the first point of contact for Zendesk requests. You will manage tickets, updates, and routine admin tasks while maintaining security and governance standards.

Join a team that supports associates, partners, and customers globally, contributing to smooth IT operations and continuous improvement initiatives across the organization.