The role

This position is the first point of contact within the ITS Department for staff and students and overseeing the ITS’s helpdesk hotline. This position will ensure that the operation of the helpdesk is efficient, effective and acts as the primary interface of the University’s IT services.

Key responsibilities

• First point of contact and support in receiving and logging all requests from end users via phones, emails, face-to-face, and the ticketing system.
• Provide first level IT support of standard or simple request via phone or walk-in customers. Ensure that detailed call information is recorded properly into the ticketing system.
• Assign tickets to second line support and follow up to ensure that issues are resolved efficiently and effectively.
• Monitor outstanding tickets, extract reports and escalate to higher level if necessary.
• Ensure the workload is allocated equally and transparently to team members.
• Perform weekly and monthly reporting tasks and any other duties as directed by IT Customer Services Manager.

Key Selection Criteria

• A relevant tertiary degree, such as Bachelor of Applied Science (IT), Communications, Engineering, business or alike.
• At least two years of customer facing support role.
• Excellent at written and verbal English Communication skills.
• Acute attention to detail and accuracy when managing information.
• Ability to work independently and as a part of team.

Benefits

• Unique opportunity to work within a multi-lingual, multi-cultural environment
• Attractive salary package
• Meal allowance 730,000VND; Clothing allowance 416,666VND gross per month
• Private premium medical insurance
• 20 days annual leave, 10 days sick leave per annum

To find out more

For further information about this role, please click on the Job Description document below.

 JD IT Customer Services Officer – PSV4.docx

English proficiency requirements

If English is not your native language then you will be required to demonstrate a minimum English language proficiency standard, equivalent to IELTS (General) 5.5-6.5.  RMIT Vietnam will require you to complete a Linguaskills test to assess your level of English before an offer of employment can be made.

How to apply

Candidates please submit your CV to your email address: [email protected]

Contact: 0859 100 198- Ms. Duyen Nguyen