Zendesk System Administrator

Sofia - Bulgaria

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Its fun to work in a company where people truly BELIEVE in what theyre 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 aZendesk System Administratoryou 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 youll 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 youll bring:

Bachelors 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.
Lets grow your career together!

#LI-Hybrid #LI-VA1 #IngramMicroBulgaria

Required Experience:

Unclear Seniority

Its fun to work in a company where people truly BELIEVE in what theyre doing!Job Description:Why Ingram MicroIngram 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 worldwi...

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

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 youll bring:

Bachelors 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

Apply now our hiring process is simple supportive and not scary at all.
Lets grow your career together!

#LI-Hybrid #LI-VA1 #IngramMicroBulgaria

Required Experience:

Unclear Seniority

Key Skills

Active Directory
VMware
Computer Networking
Microsoft Windows Server
Solaris
Windows
Linux
SAN
Shell Scripting
System Administration
Dns
CentOS

Apply Now

About Company

Ingram Micro

Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partner ... View more

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