L1 Helpdesk Support Specialist - Global IT Ops

Talentmate; Manila; On-site; PHP 391,000 - 580,000; Full time

Job summary

Ingram Micro in Manila is seeking an L1 Helpdesk Support Agent (Associate Professional, IT Operations) to be the first point of contact for Zendesk requests and day-to-day platform assistance.

You will manage support queues, route tickets, provide timely updates, and perform user updates, access modifications, organization and group maintenance while adhering to governance and security standards. You will also help improve support processes and documentation for global teams.

Qualifications

• 3–5 years of experience in helpdesk or support operations.
• Experience handling shared queues, service requests, or ticketing workflows.
• Familiarity with governance, security controls, and escalation procedures.

Responsibilities

• Serve as the first point of contact for Zendesk support requests.
• Manage support queues, prioritize and route tickets, and provide updates.
• Perform user updates, access changes, and groups/org maintenance.
• Document activities and collaborate with L2 and platform owners as needed.
• Identify recurring issues and contribute to knowledge base enhancements.

Skills

Zendesk knowledge

Customer service

Communication

Documentation

Prioritization

Global collaboration

Tools

Zendesk

Job description

Ingram Micro in Manila is seeking an L1 Helpdesk Support Agent (Associate Professional, IT Operations) to be the first point of contact for Zendesk requests and day-to-day platform assistance.

You will manage support queues, route tickets, provide timely updates, and perform user updates, access modifications, organization and group maintenance while adhering to governance and security standards. You will also help improve support processes and documentation for global teams.