L1 Zendesk Helpdesk Support Specialist

Ingram Micro Philippines BPO LLC; Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking a diligent L1 Helpdesk Support Agent to be the first point of contact for Zendesk requests. You will manage queues, provide user updates, and perform admin tasks while upholding governance and security standards.

A strong customer service ethos and clear communication are essential for success in a fast-paced global environment. This role focuses on optimizing support operations, documenting processes, and collaborating with L2 teams to resolve issues

Qualifications

• 3–5 years of experience in Helpdesk operations or equivalent.
• Experience managing shared support queues or ticket-based processes.
• Working knowledge of Zendesk tickets, users, organizations, groups, views, macros, workflows.

Responsibilities

• Manage Zendesk support queues and route tickets to appropriate teams.
• Provide timely updates to users throughout the request lifecycle.
• Perform routine admin tasks: user updates, access modifications, org/group maintenance.
• Guide users on standard Zendesk functionality and best practices.
• Collaborate with L2 administrators and platform owners for complex issues.
• Contribute to continuous improvement and queue performance reporting.

Skills

Customer service

Communication

Documentation

Ticketing systems

Global collaboration

Prioritization

Tools

Zendesk

Job description

Ingram Micro Philippines BPO LLC is seeking a diligent L1 Helpdesk Support Agent to be the first point of contact for Zendesk requests. You will manage queues, provide user updates, and perform admin tasks while upholding governance and security standards.

A strong customer service ethos and clear communication are essential for success in a fast-paced global environment. This role focuses on optimizing support operations, documenting processes, and collaborating with L2 teams to resolve issues