Service Desk Analyst

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 opportunity 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 minimal disruption.

This role is based in Accor’s Gold Coast, Queensland office.

Getting to know the role and your responsibilities

• Provide polite, clear 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 clear instructions, troubleshooting and guidance on software, tools and IT systems
• Assist with hardware setup, software installation, account configuration and occasional training

• 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

Suitably experienced and qualified applicants who currently have full working rights in Australia will only be considered.

Candidate screening and interviews may be conducted prior to the closing date of the advertisement. Accor reserves the right to close applications for the position prior to the advertised date. We encourage you to submit your application as soon as possible.