Hybrid IT Support & Zendesk Specialist

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

Job summary

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

You will work with team leaders and external vendors to turn operational needs into practical system improvements, including Zendesk administration and QA dashboards, with a hybrid work arrangement

Qualifications

• 2+ years in an IT helpdesk or systems support role.
• Experience administering a CRM with workflows and permissions.
• Knowledge of IT security practices and endpoint protection.
• Familiarity with Zendesk workflows, macros, and routing.

Responsibilities

• Provide Level 1 and Level 2 IT support for hardware, software, and network issues.
• Manage user accounts, access, and onboarding/offboarding.
• Assist with procurement, configuration, and deployment of IT equipment.
• Maintain IT asset registers, software records, and documentation.
• Support Zendesk environment, including workflows, macros, and QA dashboards.
• Monitor the AI chat agent and identify issues to improve customer experience.
• Report on ticket volumes, response times, and SLA compliance.

Skills

IT support

English communication

Reporting & metrics

Stakeholder collaboration

Zendesk familiarity

Security awareness

Education

Information Technology / Business Systems degree

Tools

Zendesk

CRM systems

AI chat agent tooling

Job description

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

You will work with team leaders and external vendors to turn operational needs into practical system improvements, including Zendesk administration and QA dashboards, with a hybrid work arrangement