As part of SIDE’s Global Player Support organisation, you will manage the Zendesk setting supporting a multilingual, global player support operation.
This is a hands-on role covering platform administration, workflow design, Help Center development, reporting, integrations, and continuous improvement. You will work with Operations, Quality, Training, Reporting, Technology, and client stakeholders to turn business requirements into practical and scalable Zendesk solutions.
You will be responsible for keeping the platform stable, secure, and well governed while improving agent productivity, player experience, self-service, and operational visibility.
What You’ll Be DoingZendesk Administration and Workflow Management
Administer and maintain ticket forms, custom fields, views, macros, triggers, automations, routing rules, business rules, SLAs, groups, organizations, and user roles.
Manage user onboarding, offboarding, permissions, and access controls in line with security requirements.




Design and improve workflows that support efficient ticket handling and reduce unnecessary manual effort.
Ensure platform configurations remain scalable, documented, and aligned with approved operational requirements.
Help Center and Self-Service
Design, customize, and maintain Zendesk Guide and player-facing Help Center experiences.
Develop responsive Help Center themes using HTML, Handlebars, CSS/SCSS, JavaScript, and JSON.
Improve navigation, ticket-entry points, and self-service journeys while maintaining client branding and accessibility standards.
Test and validate Help Center and front-end changes before deployment.
Reporting and Integrations
Partner with the Reporting team to build and maintain Zendesk Explore dashboards covering SLAs, productivity, customer satisfaction, backlog, quality, and other operational KPIs.
Maintain fields and data-capture processes that support accurate and consistent reporting.
Manage integrations between Zendesk, Jira, and other approved systems,

📌 Zendesk Administrator (Bengaluru)
🏢 SIDE
📍 Bengaluru