L1 Helpdesk Specialist — Zendesk & IT Support

Ingram Micro Inc.; Taguig; Hybrid; PHP 290,000 - 424,000; Full time

Job summary

Ingram Micro Inc. seeks an L1 Helpdesk Support Agent in Taguig, Philippines. You will be the first point of contact for Zendesk requests, handling routine tickets, updates, and basic platform support to keep global IT services running smoothly.

You will route issues, maintain documentation, and collaborate with L2 teams to resolve higher‑level problems, while following security controls and governance as part of a dynamic IT Operations team.

Qualifications

• 3–5 years experience in Helpdesk/IT operations.
• Experience with Zendesk tickets and admin features.
• Strong communication and documentation skills.

Responsibilities

• Serve as the first point of contact for Zendesk requests and day-to-day platform assistance.
• Manage Zendesk queues, prioritize and route tickets, and provide timely updates.
• Perform routine administrative tasks such as user updates, access modifications, and group maintenance.
• Collaborate with L2 admins and platform owners for more complex issues.

Skills

Zendesk knowledge

Customer service

Ticket management

Communication

Tools

Zendesk

Job description

Ingram Micro Inc. seeks an L1 Helpdesk Support Agent in Taguig, Philippines. You will be the first point of contact for Zendesk requests, handling routine tickets, updates, and basic platform support to keep global IT services running smoothly.

You will route issues, maintain documentation, and collaborate with L2 teams to resolve higher‑level problems, while following security controls and governance as part of a dynamic IT Operations team.