IT Support Analyst (F,M,X)

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality.

Our teams known as Heartists bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized memorable and sustainable experiences.

Here we create new ways to travel within each of our 5500 hotels connecting closely with our 100 million clients in 110 countries.

Here we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams.

Here your scope will know no boundaries;

So join us and dare to make an impact on the world!

Here is where your greatest challenge awaits you: 

Deliver and continuously improve IT support services for Accor corporate office in a geographic cluster (on site & remote support) embodying the Heartist values of empathy responsiveness and excellence. Take ownership of day-to-day support activities user assistance and technical coordination while contributing to the global Heartist Care roadmap.

Your missions: 

Key accountabilities:

Provide first-line IT support to employees including VIPs across multiple domains (hardware software events network). Ensure a seamless user experience through proactive service technical expertise and collaborative teamwork.

1. User Support & Helpdesk Operations

• Welcome Heartists at the Care Bar with enthusiasm
• Manage incidents and requests via ServiceNow
• Provide VIP support (e.g. COMEX)
• Troubleshoot O365 Teams OneDrive SharePoint
• Administer user accounts (Authentication Cloud)
• Escalate to L2 & follow-up timely resolution

2. Workplace Technology & Asset Management

• Configure and deploy computers (PC / Mac) and mobile devices (iOS / Android)
• Maintain inventory and manage stock and renewals
• Enforce security policies (ABM ZTE Knox)

3. Ordering & Vendor Coordination

• Process IT orders and follow up on quotes and deliveries
• Coordinate with vendors (BPOs telecom providers etc.)
• Track contracts and invoicing

4. Event & Audiovisual Support

• Set up and support videoconferencing and events
• Maintain AV equipment in meeting spaces
• Provide audiovisual expertise (sound lighting display)

5. Network & Infrastructure Support

• Assist with network patching Wi-Fi and fiber
• Act as local referent for tools like Zscaler Vista Printix

6. Knowledge & Continuous Improvement

• Contribute to documentation and knowledge base
• Support automation and process optimization
• Stay current with tech trends and share insights

Key interactions:

• Internally: Employees COMEX Heartist Care team Procurement Facility Management Cybersecurity Digital Workplace Tech for Hotels / CTS T&C Network etc.
• Externally: hardware/software vendors BPOs.

Main complexity:

• Provide consistent support across local office & cluster offices (remote)
• Respond swiftly to high-impact incidents and VIP requests
• Balance short-term resolution with long-term service improvement.
• Embody a culture of empathy accountability and technical excellence
• Proactively follow-up L2 escalation to ensure effective and fast resolution

Qualifications :

And you 

Typical background: 

• Experience in IT support or service desk roles within multi-site or international environments.
• Strong customer service mindset and ability to work under pressure.

Competencies:

• Familiarity with ITSM tools workplace technologies and asset lifecycle management
• Fluent in English and key regional languages
• Comfortable in multicultural settings
• Fosters an inclusive and welcoming environment

Additional Information :

Accor dares to impact: 

- the world 

• Accor is committed to the world around us with a strong employer culture focused on the development of our 300000 talents. 

• We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects. 

- your career: 

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences. 

• Training and career paths are defined both individually and collectively allowing us to grow together on a daily basis. 

- Specifically at Accor Tech & Digital: 

• Remote work in France and flexible work options: work from home our offices or even our hotels and coworking spaces. 

• Every Wednesday afternoon dedicate your time to deep work and personal development. 

• Work in a multicultural and English-speaking environment. 

• Continuous improvement & training: Hackathons exceptional technology partnerships dedicated talent management and a dedicated training platform Digitech Academy & certifications. 

and also 

• ALL - Heartist Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide. 

• Heartist for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours). 

• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities. 

• Sustainable Mobility Package up to 600 for the use of green transportation or 75% coverage of Pass Navigo (public transportation pass). 

• 10 meal vouchers. 

• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents. 

• Attractive working conditions with collaborative workspaces restaurants and recreational and sports areas. 

Your talent and motivation are our only selection criteria. 

We value the richness of the diverse nationalities personalities and professional backgrounds. 

We know how to adapt to the specific needs of our employees including those with disabilities. 
We encourage all applications regardless of gender so go ahead and apply! 

Recruitment is all about people!  

Is this mission appealing to youApply and we will offer you: 

1. A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you. 

2. An interview with the team manager responsible for the role you are interested in. 

3. For some roles you might also be required to complete an assessment (use case and motivation questionnaire. 

4. A final interview with our Human Resources team to discuss our Groups culture work environment training program career prospects as well as various benefits offered by the Group. 

5. A personalized feedback. 

#accortechdigital 

Remote Work :

No

Employment Type :

Full-time