Job Description

Accor Plus, Accor's leading loyalty subscription business for over 30 years, delivers exclusive value and premium experiences to 480,000+ ALL Accor+ Explorer members across 30 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 setting 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 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.

ACCOR

Company Description

Accor Plus, Accor's leading loyalty subscription business for over 30 years, delivers exclusive value and premium experiences to 480,000+ ALL Accor+ Explorer members across 30 countries, offering meaningful benefits and driving deeper loyalty for both members and hotel partners.

Job Description

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 lift issues, and suggest ways to improve its effectiveness and customer experience.
- Reporting & Continuous Improvement: Report on ticket volumes, response times, SLA compliance, and s

📌 IT Support Officer (Australia)
🏢 Accor
📍 Australia