IT Support Officer (Zendesk)

Location: Sydney, Australia; hybrid schedule with 2 days working from home and 3 days in the office

Company

Accor Plus is Accor’s loyalty subscription business, serving more than 480,000 members across 30 countries through premium benefits and hotel partner services.

What you will do

• Provide Level 1 and Level 2 support for hardware, software, network, connectivity, and access issues.
• Manage user accounts, permissions, onboarding, offboarding, equipment allocation, and IT asset records.
• Configure and maintain IT equipment, endpoint protection, system updates, technical documentation, and knowledge base resources.
• Administer Zendesk workflows, macros, ticket routing, user roles, QA scorecards, dashboards, integrations, upgrades, and vendor escalations.
• Monitor the ALL Accor+ Explorer AI chat agent, document and escalate issues, and suggest customer experience improvements.
• Report on ticket volumes, response times, SLA compliance, and system performance while identifying recurring issues and workflow improvements.

Requirements

• At least 2 years of experience in an IT helpdesk or systems support role, including hardware, software, and network troubleshooting, user account management, onboarding and offboarding, and IT asset records.
• Familiarity with common business systems, user access management, endpoint protection, and security practices.
• At least 2 years of experience administering a CRM platform, including configuration, workflows, ticket management, automations, integrations, and user permissions.
• Ability to monitor performance metrics, create clear reports, identify trends, and recommend practical improvements.
• Strong written and verbal English, with the ability to explain technical topics simply.
• Ability to collaborate with business stakeholders and external vendors.
• Information Technology, Business Systems, or a related qualification.

Nice to have

• Experience with Zendesk or a similar CRM or ticketing platform, including workflows, macros, and routing.
• Experience with Zendesk QA or AI chat agents.

Culture & Benefits

• Hands-on role with day-to-day impact across a global hospitality brand.
• Supportive, results-driven team environment.
• Hybrid work with 2 days from home and 3 days in the office.
• Staff discounts at hotels worldwide.
• Workplace culture focused on meaningful experiences, inclusion, innovation, and excellence.