IT Operations Coordinator

Kyanon Digital is a Vietnam-based tech powerhouse. We deliver world-class solutions to clients across the globe. At Kyanon Digital, we offer end-to-end solutions that encompass every facet of the digital landscape. With the slogan: “Digital Impact that Matters”, this has guided our team of over 500 engineers and consultants for over 13 years, creating many positive changes for large clients in various industries.

We are looking for an IT Operations Coordinator to run our internal IT service desk day to day and to keep our IT assets and access records accurate. Reporting to the IT Operations Manager, you will be the single point of contact for every internal IT request, and the owner of the records that keep our IT estate under control. This is a hands-on role at the centre of a newly established IT Operations function, with plenty of scope to shape how the service runs.

Where This Role Sits

Reporting line: You report to the IT Operations Manager within the IT Operations function, with no direct reports.

Service tier: You operate Tier 1 — intake, classification and first-line resolution. Complex, major and high-risk work escalates to Tier 2.

Working pattern: Monday to Friday during business hours. This role is not part of any 24/7 on-call roster.

Ways of working: ITIL 4 service management practices, supporting the ISO/IEC 27001 controls for asset management and access control.

Your toolkit: Freshservice for service management, Google Workspace, and the IT asset register.

How You Can Contribute

Service Desk Operations: Monitor the Freshservice queue throughout business hours and make sure every request — from the self-service portal, e-mail, telephone or chat — is captured as a ticket.

Ticket Triage: Classify each ticket, assign P1–P4 priority using the approved impact and urgency matrix, and route it to the right resolver within the committed response time.

First-Line Resolution: Resolve common issues across Windows and macOS, Google Workspace, peripherals and printing, office LAN and Wi-Fi, VPN and standard business applications.

Service Request Fulfilment: Deliver service catalogue items — device issue and recovery, software installation, and coordination of account and access requests – after confirming that approvals are valid and complete.

Escalation: Alert the IT Operations Manager to tickets approaching an SLA breach, and escalate P1, P2 and major incidents immediately with full context on handover.

Asset Administration: Maintain the IT asset register so that every issue, transfer, repair, recovery and disposal is recorded within 24 working hours, with accurate owner, location, status and specification.

Handover Documentation: Prepare, obtain signatures for and file device handover and recovery forms, and take part in periodic stock-takes and variance reconciliation.

Licence and Vendor Records: Keep the software licence and IT vendor contract registers current, including seat counts and support terms, and flag renewals at least 30 days in advance.

Access request Coordination: Receive and assess user access requests. Handles those that fall within the agreed scope, and refer anything beyond it to the IT Operations Manager or Head of IT for assessment. Once approved, route the request to the current designated Admin Account holder (Head of IT) for provisioning — this role does not hold administrative accounts on internal systems. Maintain the access rights record for periodic review.

Onboarding and Offboarding Support: Have devices ready and coordinate account creation and access provisioning with the current Admin Account holder (Head of IT) before a newcomer’s first day, and recover devices and raise the requests to disable all accounts and access on a leaver’s last working day.

Endpoint Security Hygiene: Monitor endpoint anti-malware status and guide users to close any gaps, and report suspected security events immediately rather than resolving them alone.

Vendor Coordination: Handle warranty claims, repairs and part replacements with vendors, and track them through to closure in the ticket.

Knowledge and Reporting: Write and maintain knowledge base articles for recurring requests, and send a weekly ticket report covering volume, backlog and SLA position.

What You Need To Succeed

Experience: At least one year in an IT helpdesk, desktop support or IT administration role.

End-User Support: Hands-on troubleshooting across Windows, Ubuntu Desktop and macOS.

Infrastructure Basics: Working knowledge of office LAN and Wi-Fi troubleshooting, printing and peripheral devices.

Service Management: Practical use of an ITSM tool, and a sound grasp of incident, service request, SLA and priority classification concepts.

Record-Keeping Discipline: A demonstrated habit of accurate, complete and timely updates to tickets and asset records — this is core to the role, not administrative overhead.

Communication: Clear and courteous written and spoken communication with non-technical colleagues.

Judgement: Knowing when to escalate rather than persist beyond the limits of the role.

Preferred Qualifications

ITIL 4 Foundation certification, or willingness to obtain it within 12 months.

Familiarity with ISO/IEC 27001, particularly asset management and access control requirements.

Ability to read technical documentation in English.

Experience maintaining large asset datasets in spreadsheets.

How Success Is Measured

First response and resolution performance against agreed service levels.

First-level resolution rate — the proportion of tickets closed at Tier 1 without escalation.

User satisfaction with service desk interactions.

Ticket record quality: correct classification, correct assignment and complete resolution notes.

Asset register accuracy and timeliness of lifecycle updates.

Timeliness and completeness of Onboarding and Offboarding IT tasks.

Knowledge base contribution and timeliness of weekly and periodic reporting.

Detailed targets, data sources, weightings and the rating scale are set out in the accompanying KPI schedule, which is reviewed periodically.