IT & Business Systems Support Officer
Core
Provide Level 1 and Level 2 IT support, manage user accounts and access, maintain IT assets, and administer Zendesk and AI chat agents for a global hospitality brand.
Role type
IT & Business Systems Support Officer (Level 1/2)
Builds
IT support services, user access controls, IT asset management, and customer service platforms (Zendesk, AI chat agent)
Domain
Hospitality / IT Operations
Required skills
IT helpdesk support, hardware/software troubleshooting, user account management, onboarding/offboarding, IT asset management, Zendesk administration, AI chat agent monitoring, reporting and metrics analysis
Preferred skills
CRM platform experience, QA scorecard management, vendor liaison
Technologies
Zendesk, AI chat agents
Responsibilities
Troubleshoot hardware, software, and network issues; manage user permissions and access controls; maintain IT asset registers; configure Zendesk workflows and macros; monitor AI chat agent performance; generate reports on ticket volumes and SLA compliance; update technical documentation
Seniority
Mid-level, hands-on IC
