Company Description
Accor is a world leader in the hotel industry, present in 110 countries, with more than 5,500 hotels and 10,000 restaurants and bars. The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, concierge services and co-working spaces. Accor has a portfolio of incomparable brands, led by more than 300,000 employees around the world.
An exciting prospect has become available for a Service Desk Analyst to join our team in Gold Coast. A Service Desk Analyst plays a crucial role in providing IT support and ensuring smooth operations for users within an organization. Their primary responsibilities are to handle incoming service requests, troubleshoot issues, and ensure that users can perform their tasks with mínimal disruption.
This role is based in Accor's Gold Coast, Queensland office.
Getting to know the role and your responsibilities
Provide polite, explicit and empathetic customer service
Share status updates and resolution timelines
Foster strong relationships with internal teams and end-users
Adhere to IT policies and procedures and best practices while following established processes for incident tracking, change management and resolution
Collaborate with IT teams for seamless support
Engage in team meetings on issues, improvements and technologies
Log service requests and incidents in the ITSM tool
Maintain accurate records of user interactions and resolutions
Provide explicit instructions, troubleshooting and guidance on software, tools and IT systems
Assist with hardware setup, software installation, account configuration and occasional training
Qualifications
Experience with ITSM tools like ServiceNow or equivalent
Proficiency in Windows Desktop Support
Knowledge of Microsoft Cloud and O365
Experience with Azure and Intune
Solid understanding of IT systems, networks, hardware and software
Additional Information
Suitably experienced and qualified applicants who currently have full working rights in Australia will only be considered.
📌 Service Desk Analyst
🏢 AccorCorpo
📍 Gold Coast