IT Services & Support Officer

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RMIT Vietnam is seeking an IT Service and Support Officer to provide high-quality frontline IT support to our staff and students, ensuring a smooth and reliable technology experience across the University. The role will support day-to-day IT service requests and incidents, troubleshoot hardware and software issues, and work closely with internal teams to deliver timely and effective solutions. The IT Services & Support Officer is responsible for delivering high-quality technical support at both advanced first-level (Level 1) and intermediate (Level 1.5) tiers to end-users across RMIT Vietnam. This role plays a critical part in ensuring smooth and efficient IT operations by providing hands-on support for a range of issues related to Information Technology (IT), Audio-Visual (AV) systems, End-User Technology (EUT), and IT asset management. In addition to day-to-day support, the role actively contributes to team initiatives, service improvement efforts, and ongoing projects. The IT Services & Support Officer also serves as a Subject Matter Expert (SME) in designated areas, helping to drive operational excellence and enhance the overall end-user experience. Key Accountabilities: - Act as first point of contact and provide Level 1 technical support via phone, email, walk-in, and ticketing system. - Troubleshoot and resolve issues related to desktops, laptops, printers, AV systems, and other end-user technologies. - Log and maintain accurate, detailed records of service tickets and resolutions in the ticketing system. - Assign tickets to appropriate second-line support and follow up to ensure resolution. - Monitor unresolved issues, extract reports, and escalate when necessary. - Ensure equitable workload distribution within the support team. - Provide excellent customer service and professional communication with both staff and students. - Support weekly and monthly reporting and other administrative tasks as required. - Assist and guide other team members; contribute to documentation of best practices and knowledge sharing. - Learn and apply new technical or soft skills as directed by the line manager. - Participate in team-building activities and suggest process improvement initiatives. - Perform other tasks as assigned by the IT Services & Support Lead or Customer Services Manager. • Cấp bậc: • Loại công việc: