IT Support Officer

Job description

Join a global hospitality brand where people are at the heart of everything we do. As our IT Support Officer, you'll be the first point of contact for staff across our Asia-Pacific locations, keeping their technology running smoothly so they can focus on delivering exceptional experiences to our members and guests. This is a hands-on technical support role covering desktop, hardware, network, and system issues across multiple locations and time zones. You'll troubleshoot, resolve, and escalate with urgency, while also contributing to documentation, system upgrades, and IT projects that keep our infrastructure secure and up to date. If you're looking for a role where your technical skills make a visible, day-to-day difference to how people work — backed by the perks and culture of a leading hospitality brand — we'd love to hear from you. Key Responsibilities First-level technical support and troubleshooting Respond to and resolve helpdesk requests from staff across all locations Troubleshoot desktop, email, and website-related issues Meet or exceed SLAs for response times, resolution times, and ticket closures IT asset management Install, configure, and maintain hardware and software applications Ensure all software is licensed, up to date, and secure Perform routine maintenance on computers, networks, and IT equipment System and project support Assist with project installations, system configurations, and infrastructure upgrades Support Capex server and PC replacement rollouts Set up and manage user accounts and permissions Documentation and knowledge management Document issues and resolutions in the helpdesk system Create self-help guides and support staff training 2+ years' experience in an IT support or helpdesk role Relevant IT certification or diploma (Information Technology, Computer Science, or related field) Proficiency in Microsoft client operating systems and Google Apps support, with strong troubleshooting skills across desktop, email, and website issues Working knowledge of LAN/Internet/VPN infrastructure and IT security principles Excellent verbal and written English, with the ability to explain technical concepts to non-technical staff Confident prioritising and escalating support tickets based on urgency and impact Why You'll Love Us Hands-on role with real day-to-day impact across a global hospitality brand Supportive, fast-paced team environment Hybrid Working with 2 days WFH and 3 days in office Staff discounts at our hotels worldwide Career progression within an established, growing organisation At Accor, we believe in creating meaningful experiences and vibrant workplaces where people feel welcome and valued. As one of the world's leading hospitality groups, Accor is home to over 5,000 properties across 110 countries, united by a shared commitment to excellence, innovation, and our signature Heartist culture. Our commitment to Diversity & Inclusion We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know. About the Company At Accor, we believe in creating meaningful experiences and vibrant workplaces where people feel welcome and valued. As one of the world’s leading hospitality groups, Accor is home to over 5,000 properties across 110 countries, united by a shared commitment to excellence, innovation, and our signature Heartist culture. Our Business Accor Plus offers the ALL Accor+ Explorer programme - Accor’s premium paid subscription travel, dining, and lifestyle loyalty programme. We are committed to delivering exceptional value, seamless experiences, and meaningful engagement across our member community of 460,000 members across Asia Pacific.