IT Services & Support Lead

Royal Melbourne Institute of Technology
July 14, 2024
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Offerd Salary:Negotiation
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Contract Type:Other
Working Time:Negotigation
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Overview:

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 IT Service & Support Lead is responsible for overseeing the day-to-day operations of the IT service desk & IT support call center and providing technical support to end-users. This role involves managing a team of IT support representatives, ensuring high-quality customer service, timely resolution of technical issues, and maintaining a high level of customer satisfaction. The IT Service & Support Lead will also be responsible for implementing and improving IT service management processes and procedures.

    Reporting Line

    Reports to: IT Customer Services Manager

    Key Accountabilities

  • Manage and lead a team of IT support representatives, providing guidance, training, and performance feedback.

  • Ensure the IT support call centre & IT service desk operates efficiently and effectively, meeting or exceeding service level agreements (SLAs).

  • Respond to and resolve escalated technical issues, providing expert-level support to customers.

  • Monitor and analyse call centre & service desk performance metrics, identifying areas for improvement and implementing corrective actions.

  • Develop and maintain IT service management processes and procedures, ensuring compliance with industry best practices.

  • Collaborate with other IT teams to identify and implement solutions to recurring technical problems.

  • Stay up to date with the latest technology trends and advancements, recommending innovative solutions to enhance customer support.

  • Conduct regular training sessions for IT support representatives to enhance their technical skills and customer service abilities / best practices.

  • Plan & conduct activities to ensure end-users can enhance their technical skills and promote self-service options.

  • Assist in the development and maintenance of IT support policies, standards, and procedures.

  • Key Selection Criteria

  • Bachelor's degree in Information Technology or a related field.

  • Working knowledge with PowerBI or other similar reporting tools.

  • Proven experience in a similar role, with a strong background in IT service management and technical support.

  • Excellent leadership and team management skills, with the ability to motivate and inspire a team.

  • Strong problem-solving and troubleshooting abilities, with a customer- centric approach.

  • In-depth knowledge of ITIL framework and IT service management principles.

  • Proficient in using IT service management tools and ticketing systems.

  • Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical users.

  • Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.

  • Demonstrated knowledge and commitment to continuous improvement principles.

  • Ability to display appropriate behaviours in line with the position and RMIT Values.

  • IT certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional (MCP) are desirable.

  • 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 6.5 (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.

    Applications Close:

    27 thg 6 2024 11.59 pm

    RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University. RMIT Vietnam is creating an innovative research, teaching and learning culture. We are committed to providing internationally recognised high-quality education and professional training for our students, clients and members of the community. As an internationally recognised Australian university based in Asia, RMIT Vietnam is assisting in the development of human resources capability in Vietnam and the region.

    https: // www. rmit.edu.vn/about-us

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