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About the Role
The IT & Business Systems Support Officer is responsible for maintaining the organization's IT environment, providing Level 1 and Level 2 support for hardware, software, and access. This role also involves managing customer service platforms like Zendesk and an AI chat agent, collaborating with stakeholders to implement system improvements.
Responsibilities
- Provide Level 1 and Level 2 support for hardware, software, network, and connectivity issues.
- Manage user accounts, permissions, and access controls, including onboarding and offboarding processes.
- Assist with the procurement, configuration, and deployment of IT equipment and maintain asset records.
- Support system updates, endpoint protection, and access management for security.
- Administer the Zendesk environment, including workflows, macros, and QA scorecards.
- Monitor the AI chat agent, identify issues, and suggest improvements.
- Report on ticket volumes, response times, SLA compliance, and system performance.
- Identify recurring issues and recommend solutions for workflow streamlining.
- Maintain accurate IT procedures, technical documentation, and knowledge base resources.
Requirements
- 2+ years of experience in an IT helpdesk or systems support role.
- Experience troubleshooting hardware, software, and network issues.
- Experience managing user accounts, onboarding, and offboarding.
- Experience maintaining IT asset records.
- Familiarity with common business systems and security practices.
- Experience with user access management and endpoint protection.
- Minimum 2 years' experience administering a CRM platform, including configuration, workflows, ticket management, automations, integrations, and user permissions.
- Strong written and verbal English communication skills.
- Ability to explain technical topics simply.
- Ability to work well with business stakeholders and external vendors.
Skills
- Zendesk
- CRM platforms
- Ticketing platforms
- AI chat agent administration
- Reporting
- Hardware troubleshooting
- Software troubleshooting
- Network troubleshooting
- User account management
- Access control management
- IT asset management
- Endpoint protection
- System updates
Location
- Hybrid
Work Type
- Hybrid
- Permanent
Experience Level
- 2+ years
Education Level
- Information Technology, Business Systems, or a related qualification
Benefits
- Staff discounts at our hotels worldwide
About the Company
- Accor Plus is Accor's leading loyalty subscription business with over 30 years of experience.
- It provides exclusive value and premium experiences to over 480,000+ ALL Accor+ Explorer members across 30 countries.
- Accor is one of the world's leading hospitality groups with over 5,000 properties across 110 countries.
- Accor is committed to excellence, innovation, and its Heartist culture.