Zendesk
Administrator (Consultant)

Experience: 5+ years
Location: India (Offshore)
About the
Role

We're looking for a Zendesk Administrator to
manage and support Zendesk instances for our client. This role requires someone
who can independently own the platform's day-to-day administration while
working closely with a client team, so robust communication skills and a
proactive, ownership-driven mindset are just as significant as technical
expertise.

Key
Responsibilities
Administer, configure, and maintain
Zendesk instances, including Support, Guide, Talk, and Chat modules as
applicable
Set up and manage triggers, automations,
macros, views, SLAs, and business rules
Manage user roles, permissions, groups,
and organizations within Zendesk
Configure and maintain workflows across
email, chat, and other support channels
Handle integrations with third-party
tools via APIs, apps, and webhooks
Monitor system performance, troubleshoot
issues, and coordinate with Zendesk support for outages or technical
escalations
Build and maintain reports and dashboards




to track ticket trends, agent performance, and SLA compliance
Maintain and update the knowledge base
for internal and customer-facing use
Perform regular audits of the Zendesk
setup and recommend improvements
Document processes, configurations, and
standard operating procedures
Support platform upgrades, new feature
rollouts, and change management
Act as the point of contact for
Zendesk-related queries from stakeholders

Requirements
Required
Skills & Experience
4 - 5 years of hands-on experience
administering Zendesk.
Solid understanding of ticketing
workflows, SLAs, and helpdesk operations
Experience with API/app integrations and
webhooks
Strong analytical skills with experience
in Zendesk Explore or similar reporting tools
Excellent written and verbal
communication skills — able to interact confidently and clearly with
client stakeholders
Solid sense of ownership,
accountability, and

📌 Zendesk Consultant Hyderabad
🏢 Mivada
📍 Hyderabad