Senior Administrative Executive, Information Technology

2 months ago


Malaysia Reading Full time

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Senior Administrative Executive, Information Technology

Help Desk & IT Support (Information & Communication Technology)

Information Services is committed to delivering integrated, excellent customer centric IT, Library and Service Desk services to the community of Heriot-Watt University Malaysia (HWUM).

The Senior Information Technology Executive will deliver, support and improve 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 global Information Services colleagues and product vendors to resolve, if necessary.
  • Infrastructure support, which includes data centre, physical servers, and network devices. Collaborate with global colleagues to ensure appropriate support and improvements.
  • Be part of the global virtual team setup across the HWU campuses. Actively contribute to the cybersecurity group, and other groups such as Microsoft 365.
  • Manage small & medium projects by constant engagement of stakeholders, delivery according to agreed timeline and acceptance criteria, and retrospective at project closing.
  • Be proactive in identification of problems and their root cause, and determination of suitable solutions or workarounds to address.
  • 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.
  • Provide library support e.g. service requests when needed.
  • Undertake personal training and development activities as defined by and in discussion with the line manager.

All HWUM staff endeavours will embody our shared values of: Inspire, Collaborate, Belong, and Celebrate.

Person Specification

Education & Qualifications

  • A degree in Information Technology or Computer Science.

Experience

  • At least 4 years of working experience in delivery of end user system and infrastructure support.
  • Experience of working in a global environment.
  • Excellent customer service, communication, adaptability and interpersonal skills.
  • Able to make sound judgement with limited or ambiguous data in certain situations.
  • Performs highly complex and varied tasks.
  • Able to contribute to the work of a team, and coordinate work to meet timeline set.
  • Works with limited supervision.
  • Be a coach and role model to junior team members.
  • Good IT skills and experience, including use of Microsoft 365 environment.
  • Basic project management skills.
  • Recognizes and records hazards and risk associated with work, and take steps to eliminate those.
  • Basic Power Automate skills.

Special Factors (if applicable)

  • 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

Applications should be submitted to Careers system.

Applications must be submitted by 25 October 2024 . If you are not contacted by the selection committee by 15 November 2024 then please assume that on this occasion your application has been unsuccessful.

The University is committed to equality of opportunity.

Heriot-Watt University Malaysia (HWUM) is a UK university campus based in Putrajaya, Malaysia. HWUM is the second international campus of Heriot-Watt University which is a leading research-intensive UK university, specialising in science, technology, engineering, business, languages, textiles and design.

With an international reputation for scientific and technological excellence, the University is truly global in scope and scale with a campus in Dubai, three campuses in Scotland and over 150 partners world-wide.

HWUM is operating from a stunning, purpose-built, eco-friendly, lakeside campus that currently has more than 2,000 students. Besides the academic offerings that range from Foundation to Undergraduate and Postgraduate programmes in Business, Engineering, Construction, Actuarial Science and more, the university is a pioneer in Impact-Based and Positive Education aiming at developing Purpose-driven, resilient and world-ready graduates.

With highly motivated community, state-of-the-art learning resources and world-class learning and teaching facilities, the Putrajaya campus is a dynamic and stimulating place to study, grow and flourish.

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