Zendesk skill requirements:

  • Evaluation of existing customer service departments.
  • Planning, creating and maintaining efficient, scale-able Customer Support structures.
  • Zendesk setup and administration. (Business Rules, Integrations, etc.)
  • Zendesk Help Center / Guide development.
  • Creating coaching material (Anything related to Customer Service and Zendesk). 
  • Planning and developing new web apps, especially Zendesk Apps.
  • Fronted and backend development.
  • API development


  • Proactively manage the day to day issues raised by our user base
  • Proactively monitor environments to ensure they are operational and performant
  • Actively contribute to monitoring and alerting strategy and approach, using continuous improvement to ensure monitoring is sufficient and appropriate for the environment and customer
  • Deploy environments on demand, with an understanding of the build process and ability to troubleshoot and resolve problems with the deployment and operation of environments Receive & update calls on behalf of users using their support desk system ensuring accurate data entry
  • Determine the actions required to resolve operational / product problems, escalating as required to minimize the impact to individual customers and the organization as a whole
  • Proactively keep users informed throughout all stages of all processes by phone, email and instant messenger
  • Update records throughout all stages of all processes so customers and colleagues can view the latest information at any time
  • Assist in the management of incidents, requests and problems, request fulfilment and problem management processes and local procedures
  • Creating and implementing technical standards across systems and communicating these standards to their support and deployment teams
  • Deployment & upgrading application stack into production & non-production environments
  • Establish and maintain sound backup and recovery policies and procedures
  • Engage with the wider business on the development of new and existing hosted services Involvement in 24 / 7 rota, involvement in daytime [08:00 – 18:00] shift rota system
  • There may be a requirement to work “out of hours” at times of major projects or upgrades 

About you:

  • Good understanding of cloud technologies and SaaS concepts
  • Good understanding of shell scripting
  • Good understanding of ITIL and ITSM concepts and foundation
  • Experience working within a Technical Services support or deployment role
  • Exceptional customer skills, with a passion and attitude to deliver excellent service
Apply for this Job
* Required
Almost there! Review your information then click 'Submit Application' to apply.

File   X
File   X

Share this job: