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 chat agent on the ALL Accor+ Explorer website. Identify, document, and escalate 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.