Zendesk System Administrator

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: 

Why Ingram Micro?

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. 

As a Zendesk System Administrator, you will play a critical role in configuring, maintaining, and optimizing our customer support platform to meet the needs of both customers and internal stakeholders. You will collaborate closely with cross-functional teams to implement best practices, streamline workflows, and enhance the overall efficiency of our service operations.

What you’ll do:

• Configure the ticketing system according to business requirements, including ticket forms, workflows, triggers, automations, and SLAs

• Customize the platform to align with branding, usability, and user experience standards

• Manage integrations between the ticketing system and other tools (e.g., CRM, collaboration platforms, monitoring tools) to ensure seamless data flow and maximize efficiency

• Provide support and training to end-users and stakeholders on system functionality, best practices, and troubleshooting

• Develop documentation and training materials to support adoption and consistent usage

• Build and maintain reports and dashboards to track key performance metrics (e.g., ticket volume, response/resolution times, customer satisfaction)

• Analyze data to identify trends, insights, and opportunities for improvement

• Implement and maintain security measures and compliance standards within the system to protect sensitive data and meet regulatory requirements

• Proactively identify opportunities to enhance functionality and efficiency through process improvements, automation, and system enhancements

• Stay current with industry best practices and emerging technologies in customer support platforms

• Foster a culture of knowledge sharing and continuous learning within the team
   

What you’ll bring:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)

• Proven experience as a Ticketing System Administrator (experience with platforms such as Zendesk, ServiceNow, Freshdesk, Jira Service Management, or similar are considered a plus)

• Strong understanding of ticketing workflows, lifecycle management, and reporting

• Experience with APIs, scripting languages (e.g., JavaScript, Python), or integration tools (e.g., Zapier, Workato) is preferred

• Strong analytical skills with the ability to translate data into actionable insights

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
  Platform-specific certifications (e.g., Zendesk, ServiceNow, Jira) are a plus

• Good communication skills in English (written & spoken)

What we offer:

• Competitive salary & Bonus system

• Additional health insurance

• Food vouchers & Transport Allowance

• Well-being Program & Multisport card

• Referral and baby bonus

• Paid holiday days increasing in time

• Language courses

• Free access to LinkedIn Learning Platform

• Many trainings and academies, including opportunity for ACCA certification

• Great career growth and development opportunities

• Hybrid type of work

• Modern office space with free coffee and hot beverages

• Company discounts

• Recognition awards

*Please note that upon the extension and acceptance of a potential job offer, background checks, including employment and education verification, will be conducted by an external partner of Ingram Micro.

Apply now – our hiring process is simple, supportive, and not scary at all.
Let’s grow your career, together!

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