IT Customer Services Officer

RMIT University Commitment

RMIT is committed to the rights of students and staff to be safe, respected, valued, and treated as an equal in their place of study and work. All staff are expected to share this commitment and contribute to a safer community. While carrying out their role, staff are in a position of trust with students. Staff have a duty of care to report wellbeing concerns about students through the designated channels and uphold to the code of conduct. RMIT Vietnam expects all staff members to comply with its Code of Conduct, policies and procedures, which relate to legal and regulatory requirements and our ways of working.

Why RMIT University Vietnam?

RMIT Vietnam is committed to excellence, innovation, and social responsibility. We welcome applications from qualified and passionate individuals who share our values and vision. RMIT University has a global reputation and ranks 140th globally and 11th in Australia in QS World University Rankings 2024. To learn more about our rankings, please check out our latest facts and figures here Reputation and rankings - RMIT University

Rewards and Benefits:

Competitive salary package and allowances

Generous annual leave, carer leave and public holidays (Christmas and Tet Holidays)

Private health insurance and wellness programs

Professional development and career advancement

Access to state-of-the-art facilities and resources

A vibrant and diverse campus life and more!

RMIT Vietnam has been honoured with the respectable HR Asia Award as Top Employer to Work For in Asia. To find out more about RMIT Vietnam and our current vacancies, please visit our website: https://www.rmit.edu.vn/careers

Position Summary

The position is responsible for providing day to day assistance to staff and students in their use of the University’s IT supported services including: desktop, laptop, printer, A/V, authentication, email, internet access, on-line teaching and learning systems.

Reporting Line

Reports to: IT Customer Services Manager

Key Accountabilities

Handle assigned tickets from first line support.

Deliver end-user support in a professional manner for desktops, laptops, printers and audio visual equipment through telephone, email, remote desktop and visiting the user.

Coordinate the repair of minor problems with printers, computers and software on daily operating basis.

Update detailed information of tickets into the ticketing system.

Report major problems to IT Customer Services Manager.

Perform regular proactive checks of desktops, printers, telephones and other IT devices as instructed by IT Customer Services Manager.

Provide out of hours support as required by being available through mobile phone access after-hours.

Any other duties as directed by IT Customer Services Manager

Key Selection Criteria

Have at least 2 years’ experience in similar roles

Demonstrated general experience in IT service

Demonstrated knowledge in desktop operating systems and applications, and general troubleshooting skills

Well-developed interpersonal skills

Ability to display appropriate behaviours in line with the position, as per the RMIT Behavioural Capability Framework (Connectedness, Commitment to Excellence – Improve and Simplify; Imagination and Innovation; Impact; Inclusion; Agility).

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, Selection and Onboarding Guidelines).

For any role, English Language Proficiency may also be proven by showing successful completion of secondary education to a level qualifying to enter university study while being instructed through the medium of English, as per the RMIT University recognised qualification list.