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Service Desk Administrator

Job no: 562574
Work type: Full time - Fixed term/Contract
Categories: Administration

The role

This position is the first point of contact within the ITS Department, for staff and students, providing day to day assistance to customers in their use of the University’s IT services.

Key Accountabilities

  • Main contact and support in receiving and logging all requests from end users via phones, emails, face-to-face, and the Helpdesk system.
  • Ensure that detailed call information is recorded properly into the 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.
  • Deliver an excellent customer service approach and professional manner through communications with both staff and students.
  • Perform weekly and monthly reporting tasks and any other duties as directed by Manager.
  • Actively provide support and guidance to other team members, document ‘best practice’ and ensure knowledge is shared among the team.
  • Contribute in team building activities and raise initiatives to improve current processes.

Key Selection Criteria

  • A relevant tertiary degree.
  • At least two years of experience in a customer facing support role with a strong approach to quality customer service.
  • Excellent interpersonal and teamwork skills.
  • ‘Can do’ attitude as well as eagerness and ability to learn.
  • Excellent at written and verbal English Communication skills


Download File JD - Service Desk Administrator (PSV04).docx

English Proficiency

English is the language of teaching and communication at RMIT Vietnam. For this role, the minimum requirement is IELTS General with a score of at least 5.5 (or equivalent, as outlined in the Recruitment and Selection Guidelines).


  • Unique opportunity to work within a multi-lingual, multi-cultural environment with creative and innovative committed colleagues.
  • Attractive salary package with base salary starting from VND 15,400,000 VND gross per month
  • Meal allowance VND 680,000; Clothing allowance VND 416,000
  • 13th month Tet bonus
  • Private premium medical insurance
  • 20 days annual leave, 10 days sick leave per annum
  • Education fee support for staff dependents after a qualifying period


Click on the ‘Apply Now’ link. 


Application close: SE Asia Standard Time

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