Senior Administrative Executive, Information Technology
Job description
The Information Services department of HWUM is committed to delivering integrated, excellent customer centric Library, Information and Learning Technology services to the staff and students of the University.
The Senior Information Technology Executive will deliver, support and develop IT services, in particular to support the use of IT services by students and staff of Heriot-Watt University Malaysia.
The role will be based at the University's campus in Putrajaya, the administrative capital of Malaysia.
Key Duties and Responsibilities
- Provide IS/IT support by ensuring a positive and satisfying experience for staff and students. Address the reported service requests and troubleshooting of the incidents towards an appropriate resolution, and collaborate with Information Services colleagues in Edinburgh and product vendors to resolve, if necessary.
- Be proactive in identification of problems and their root cause, and determination of suitable solutions or workarounds to address.
- Manage small & medium projects by constant engagement of stakeholders, delivery according to agreed timeline and acceptance criteria, and retrospective at project closing.
- Write knowledge articles that are beneficial for sharing with external and internal audiences. Refine the published articles, as needed, to ensure its contents are accurate and up to date.
- Demonstrate and explain accurate use of software and hardware to staff, students and visitors in supporting their learning developments.
- Install, configure and support a variety of hardware including PCs (desktop & laptop), printers and local servers, and software such as core administration and specialist applications.
- Proactively work with staff from HWU Information Services, members of other directorates, and external parties to prioritize work in order to achieve team objectives.
- Provide library support e.g. service requests when needed.
- Undertake personal training and development activities as defined by and in discussion with the Head of Information Services.
All HWUM staff endeavours will embody our shared values of: Inspire, Collaborate, Belong, and Celebrate.
Please note that this job description is not exhaustive, and the role holder may be required to undertake other relevant duties commensurate with the grading of the post and its general responsibilities. Activities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.
Person Specification
Education & Qualifications
Essential:
- A degree in Information Technology or Computer Science.
Experience
Essential:
- At least 4 years of working experience in IT delivery and support.
Desirable:
- Experience of working in a global environment.
Competencies, Skills & Knowledge
Essential:
- Excellent customer service, communication, adaptability and interpersonal skills.
- Works with limited supervision.
- Be a coach and role model to new and junior team members.
- Able to make sound judgement with limited or ambiguous data in certain situations.
- Performs highly complex and varied tasks.
- Solves problems of a recurring nature.
- Able to contribute to the work of a team, and coordinate work to meet timeline set.
- Good IT skills and experience, including use of MS Office and experience of networked information services.
- Recognizes and records hazards and risk associated with work, and take steps to eliminate those.
Desirable:
- Basic project management skills.
Special Factors (if applicable)
Essential:
- Able to work during weekends when needed.
- Willing to work in Putrajaya.
Essential Criteria : these are attributes without which a candidate would not be able to undertake the full remit of the role. Applicants who do not clearly demonstrate in their application that they possess the essential requirements will normally be eliminated at the short listing stage.
Desirable Criteria : these are attributes which would be useful for the candidate to hold. When shortlisting, these criteria will be considered when more than one applicant meets the essential criteria.
Application Process
Due to Malaysian Immigration restrictions, we regret that this position is only open to citizens or permanent residents of Malaysia.
Applications should be submitted to Career Website.
Applications must be submitted by 12 November 2022 . If you are not contacted by the selection committee by 30 November 2022 then please assume that on this occasion your application has been unsuccessful.
The University is committed to equality of opportunity.
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