Hybrid IT & Business Systems Support Specialist

Accor Plus; Sydney; Híbrido; AUD 60.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Staff discounts at our hotels weltweit

Descripción de la vacante

Accor Plus in Sydney is seeking an IT & Business Systems Support Officer to keep our everyday IT environment running smoothly, securely, and efficiently. You will be the first point of contact for technology issues, providing Level 1 and Level 2 support for hardware, software, and access needs.

The role involves Zendesk administration, AI chat agent monitoring, reporting, and working with vendors, stakeholders, and leaders. Hybrid work model with two days WFH and three days in the office.

Formación

• 2+ years in an IT helpdesk or systems support role.
• Experience administering a CRM platform with configuration and workflows.
• Familiarity with Zendesk or a similar CRM.
• Strong written and verbal English.
• Ability to monitor performance metrics and report on trends.

Responsabilidades

• Provide Level 1 and 2 IT support for hardware, software, and network issues.
• Manage user accounts, permissions, and access controls including onboarding/offboarding.
• Assist with procurement, configuration, and deployment of IT equipment and maintain asset records.
• Support IT security, endpoint protection, and system maintenance.
• Administer Zendesk workflows, macros, routing, roles, QA scorecards, and dashboards; liaise with vendors.
• Monitor Ori AI chat agent and identify issues to improve customer experience.
• Report on ticket volumes, response times, SLA compliance, and system performance.
• Keep IT documentation and knowledge bases up to date.

Conocimientos

IT support

Zendesk / CRM

Reporting

Communication

Collaboration

Educación

Information Technology qualification

Business Systems qualification

Herramientas

Zendesk

Descripción del empleo

Accor Plus in Sydney is seeking an IT & Business Systems Support Officer to keep our everyday IT environment running smoothly, securely, and efficiently. You will be the first point of contact for technology issues, providing Level 1 and Level 2 support for hardware, software, and access needs.

The role involves Zendesk administration, AI chat agent monitoring, reporting, and working with vendors, stakeholders, and leaders. Hybrid work model with two days WFH and three days in the office.