PR/095693 | Service Co-Ordinator

OVERVIEW

Location: Hanoi
The company is an Australian IT service provider with offices in Vietnam.

JOB RESPONSIBILITIES

• Coordinate daily service desk activities to ensure smooth ticket flow, clear ownership of tasks, and timely resolution of support requests.
• Lead internal service handovers by identifying priorities, risks, and outstanding issues, and documenting updates for internal teams.
• Manage ticket triage processes by gathering missing information, routing requests appropriately, and maintaining accurate ticket records.
• Coordinate with vendors, service providers, and internal teams to track progress on incidents and ensure issues are resolved within expected timelines.
• Monitor and manage high-priority incidents, ensuring the appropriate technical teams are engaged quickly and that updates are properly documented.
• Prepare internal service summaries and operational updates for account managers to maintain awareness of ongoing client issues. 

• Guide and support engineers by providing direction on ticket prioritization, workflow discipline, and documentation quality. 

   

JOB REQUIREMENTS AND PREFERRED QUALITIES 

• Minimum 4 years of experience in IT support or service coordination, preferably within a managed service provider (MSP) or similar support environment.
• Fluency in English
• Demonstrated experience managing ticket triage, prioritization, and workflow coordination across multiple support requests simultaneously.
• Solid understanding of IT service management principles, including incident, request, change, and problem management processes.
• Familiarity with PSA or service desk tools (experience with Autotask or similar platforms is highly advantageous).
• Technical support knowledge sufficient to understand support issues and guide engineers on required information for troubleshooting or escalation.
• Strong organizational and time-management skills with the ability to handle multiple tasks and maintain service priorities.
• Excellent written communication skills for preparing clear internal summaries, incident updates, and documentation.
• Experience working with vendors and external service providers
• Formal IT credentials (Cert IV, Diploma, Degree) and industry certifications are advantageous. 
   

BENEFITS  

• Competitive salary with bonuses and allowances
• 12 annual leaves per year
• Premium social insurance
• Opportunities for professional development and training  
• Potential for career growth within a global organization  
   

Due to the volume of applications, only shortlisted candidates will be contacted. Thank you for your interest.
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