Hybrid IT Support Specialist | Zendesk & AI Chat Ops

Accor Plus; Sydney; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Staff discounts at Accor hotels

Hybrid working (2 days WFH)

Job summary

Accor Plus, the loyalty subscription arm of Accor, seeks an IT & Business Systems Support Officer to keep our IT environment reliable and secure. You will handle Level 1–2 support, manage user access, assist with assets, and support Zendesk and the Ori AI chat agent to enhance member service.

You will collaborate with team leaders and vendors, monitor performance metrics, and help streamline processes, with a hybrid work pattern (2 days WFH, 3 days in the office).

Qualifications

• 2+ years in IT helpdesk or systems support role.
• Familiarity with user access management and endpoint protection.
• Experience with Zendesk or similar CRM/ticketing platforms.
• Ability to monitor performance metrics and produce clear reports.
• Strong written and verbal English.

Responsibilities

• Provide Level 1 and Level 2 IT support for hardware, software, and connectivity issues.
• Manage user accounts, permissions, onboarding and offboarding, and asset records.
• Assist with procurement, configuration, and deployment of IT equipment.
• Support IT security and systems maintenance tasks.
• Administer Zendesk, including workflows, routing, roles, QA dashboards, and integrations.
• Monitor the Ori AI chat agent and identify issues and improvement opportunities.
• Report on ticket volumes, response times, SLA compliance, and system performance.
• Maintain up-to-date IT documentation and knowledge base resources.

Skills

IT support

Customer service

English communication

Problem solving

Education

Info Tech / Business Systems qualification

Tools

Zendesk

CRM / ticketing platforms

Job description

Accor Plus, the loyalty subscription arm of Accor, seeks an IT & Business Systems Support Officer to keep our IT environment reliable and secure. You will handle Level 1–2 support, manage user access, assist with assets, and support Zendesk and the Ori AI chat agent to enhance member service.

You will collaborate with team leaders and vendors, monitor performance metrics, and help streamline processes, with a hybrid work pattern (2 days WFH, 3 days in the office).