Ingram Micro · Utrecht
Customer Support
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
Who we are and how we work: Join the business behind the world's brands.
At Ingram Micro, we help businesses realize the promise of technology through innovative solutions, services, and digital platforms. Our IT Operations team enables seamless experiences across our global organization, delivering reliable support that helps associates, partners, and customers succeed. Guided by our Tenets of Success, Results, Integrity, Imagination, Courage, Responsibility, and Talent, we collaborate, innovate, and continuously improve to shape tomorrow together.
What you'll do: Your role in making an impact
As an L1 Helpdesk Support Agent (Associate Professional, IT Operations), you will serve as the first point of contact for Zendesk support requests and day-to-day platform assistance. Your work will help maintain efficient support operations, provide a positive user experience, and ensure requests are resolved or escalated appropriately.
In this role, you will manage Zendesk support queues, prioritize and route tickets, and provide timely updates to users throughout the request lifecycle. You will perform routine administrative activities such as user updates, access modifications, organization and group maintenance, and other approved platform requests while adhering to governance and security standards. You will guide users on standard Zendesk functionality, troubleshoot basic issues, maintain accurate documentation, and collaborate with L2 administrators and platform owners when more complex support is required.
You will also contribute to continuous improvement efforts by identifying recurring issues, enhancing knowledge resources, supporting queue performance reporting, and helping improve support processes that enable our teams to work more effectively around the globe.
What you bring to the role: Your strengths, our vision