Hybrid IT & Business Systems Support Specialist

AccorCorpo; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Staff discounts at hotels

Hybrid working

Job summary

Accor Plus seeks an IT & Business Systems Support Officer to keep our IT environment running smoothly. You will provide Level 1/2 support, manage user access, and help monitor Zendesk and the AI chat agent for quality customer service to our members.

You will collaborate with team leaders and vendors, support security updates, and drive process improvements through reporting and documentation. Hybrid work, 2 days remote weekly.

Qualifications

• 2+ years in an IT helpdesk or systems support role.
• Familiarity with standard business systems and security practices.
• Experience with Zendesk or similar CRM/ticketing platform (workflows, macros, routing).
• Ability to monitor performance metrics and create clear reports.
• Strong written and verbal English, capable of explaining technical topics to non‑tech stakeholders.

Responsibilities

• Provide Level 1 and 2 IT support for hardware, software, and connectivity issues.
• Manage user accounts, access controls, onboarding and offboarding, and asset records.
• Support Zendesk environment, workflows, macros, routing, and QA dashboards.
• Monitor the AI chat agent and identify issues to improve customer experience.
• Prepare reports on ticket volumes, response times, and SLA compliance.

Skills

IT support

Zendesk

English communication

Stakeholder management

Onboarding/offboarding

Education

IT/Business Systems qualification

Tools

Zendesk

Job description

Accor Plus seeks an IT & Business Systems Support Officer to keep our IT environment running smoothly. You will provide Level 1/2 support, manage user access, and help monitor Zendesk and the AI chat agent for quality customer service to our members.

You will collaborate with team leaders and vendors, support security updates, and drive process improvements through reporting and documentation. Hybrid work, 2 days remote weekly.