IT & Business Systems Support Officer (Zendesk)

Location: Sydney, Australia; hybrid working 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 as part of a global hospitality group.

What you will do

• Provide Level 1 and Level 2 support for hardware, software, network, connectivity, user accounts, permissions, and access issues.
• Manage onboarding and offboarding, including equipment allocation and system access.
• Assist with IT equipment procurement, configuration, deployment, asset registers, software records, endpoint protection, and system updates.
• Administer Zendesk workflows, macros, ticket routing, user roles, QA scorecards, dashboards, integrations, upgrades, and vendor escalations.
• Monitor the AI chat agent on the ALL Accor+ Explorer website, document and escalate issues, and suggest customer experience improvements.
• Report on ticket volumes, response times, SLA compliance, and system performance while improving workflows and maintaining technical documentation.

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.
• At least 2 years of experience administering a CRM platform, including configuration, workflows, ticket management, automations, integrations, and user permissions.
• Familiarity with common business systems, user access management, endpoint protection, and security practices.
• Ability to monitor performance metrics, build clear reports, identify trends, and recommend practical improvements.
• Strong written and verbal English, with the ability to explain technical topics clearly and collaborate with business stakeholders and external vendors.
• Qualification in Information Technology, Business Systems, or a related field.

Nice to have

• Experience with Zendesk or a similar CRM or ticketing platform, including workflows, macros, and routing.
• Exposure to Zendesk QA tools 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 schedule with 2 days working from home and 3 days in the office.
• Staff discounts at hotels worldwide.