IT Support Officer

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, Accor's leading loyalty subscription business for over 30 years, delivers exclusive value and premium experiences to 450,000+ ALL Accor+ Explorer members across 20 countries, offering meaningful benefits and driving deeper loyalty for both members and hotel partners.

Role Purpose

The IT & Business Systems Support Officer keeps our everyday 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 also help look after our customer service platforms, including Zendesk and the AI chat agent, so our teams can deliver high-quality service to our members. You will work with team leaders, business stakeholders, and external vendors to turn operational needs into practical system improvements.

Key Responsibilities

General IT Support: Provide Level 1 and Level 2 support to employees, troubleshooting hardware, software, network, and connectivity issues.

User Accounts & Access: Manage user accounts, permissions, and access controls. Look after onboarding and offboarding, including equipment allocation and system access.

Equipment & Asset Management: Assist with the procurement, configuration, and deployment of IT equipment. Maintain IT asset registers, software records, and equipment allocation documentation.

IT Security & Systems Maintenance: Support system updates, endpoint protection, and access management to keep our environment secure.

Zendesk & Quality Assurance Administration: Support and maintain our Zendesk environment, including workflows, macros, ticket routing, user roles, and QA scorecards and dashboards. Assist with integrations and liaise with vendors on issues, upgrades, and escalations.

AI Chat Agent Monitoring: Monitor the Ori chat agent on the ALL Accor+ Explorer website. Identify, document, and elevate issues, and suggest ways to improve its effectiveness and customer experience.

Reporting & Continuous Improvement: Report on ticket volumes, response times, SLA compliance, and system performance. Identify recurring issues, recommend solutions, and look for ways to streamline workflows and reduce manual work.

Documentation: Keep IT procedures, technical documentation, configuration records, and knowledge base resources accurate and up to date.

Key Requirements

IT Support Experience: 2+ years in an IT helpdesk or systems support role, including troubleshooting hardware, software, and network issues, managing user accounts, onboarding and offboarding, and maintaining IT asset records.

Systems Knowledge: Familiarity with common business systems and security practices such as user access management and endpoint protection.

Platform Experience: Experience with Zendesk or a similar CRM or ticketing platform is highly regarded, including workflows, macros, and routing. Zendesk QA or AI chat agent exposure is an advantage.

Reporting Skills: Ability to monitor performance metrics, build clear reports, and spot trends that lead to practical improvements.

Communication & Collaboration: Strong written and verbal English. You can explain technical topics simply and work well with business stakeholders and external vendors.

Qualifications

Minimum 2 years' experience administering a CRM platform, including configuration, workflows, ticket management, automations, integrations, and user permissions.

Information Technology, Business Systems, or a related qualification.

Why You'll Love Us

Hands-on role with real day-to-day impact across a global hospitality brand

Supportive, results-driven team environment

Hybrid working with 2 days WFH and 3 days in the office

Staff discounts at our hotels worldwide

At Accor, we believe in creating meaningful experiences and vibrant workplaces where people feel welcome and valued. As one of the world's leading hospitality groups, Accor is home to over 5,000 properties across 110 countries, united by a shared commitment to excellence, innovation, and our signature Heartist culture.