IT Support Officer

About the role

The IT & Business Systems Support Officer keeps the 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, and helping look after customer service platforms such as Zendesk and the AI chat agent. You will work with team leaders, business stakeholders and external vendors to turn operational needs into practical system improvements.

Key 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 and equipment allocation
• Assist with procurement, configuration and deployment of IT equipment, and maintain asset registers and software records
• Support system updates, endpoint protection and access management
• Maintain the Zendesk environment, including workflows, macros, ticket routing, user roles and QA scorecards and dashboards
• Monitor the AI chat agent on the website, document and escalate issues and suggest improvements
• Report on ticket volumes, response times, SLA compliance and system performance, and recommend workflow improvements
• Keep IT procedures, technical documentation and the knowledge base up to date

Required profile

• 2+ years in an IT helpdesk or systems support role, including troubleshooting, account management and asset record keeping
• Familiarity with business systems and security practices such as user access management and endpoint protection
• Ability to monitor performance metrics, build clear reports and spot trends
• Strong written and verbal English, able to explain technical topics simply and work with business stakeholders and vendors
• Minimum 2 years' experience administering a CRM platform, including configuration, workflows, ticket management, automations, integrations and user permissions
• Information Technology, Business Systems or a related qualification

Required skills

• Zendesk or a similar CRM or ticketing platform (highly regarded)
• Zendesk QA or AI chat agent exposure is an advantage

What we offer

• A hands-on role with real day-to-day impact across a global hospitality brand
• A supportive, results-driven team environment
• Hybrid working with 2 days working from home and 3 days in the office
• Staff discounts at hotels worldwide