Administrative Executive, Service Desk

Overview

The Information Services department of HWUM is committed to delivering integrated, excellent, customer-centric Library and IT Services to the staff, students, and global users of the University, across all campuses.

The Administrative Executive, Helpdesk will serve as the first point of contact for IT and Library support at Heriot-Watt University Malaysia. It ensures seamless access to digital and physical resources for students and staff, playing a critical role in maintaining operational continuity and enhancing the overall user experience.

The role will be based at the University's campus in Putrajaya, the administrative capital of Malaysia.

Responsibilities

Main Duties

• To provide level 1 support to global users across campuses and to end users on campus via the counter service, telephone, email, digital platforms, and other appropriate methods.
• To provide timely assistance to users, ensuring the effective utilization of IT facilities and library resources. Additionally, the role involves overseeing and monitoring the use of study and learning spaces within the responsibility of Information Services. By supporting both students and staff, the role holder contributes to a well-organized, efficient, and conducive learning environment.
• To troubleshoot and resolve straightforward hardware issues including desktops, laptops, and peripherals to ensure minimal disruption and user satisfaction.
• To assist in library operations including book processing, shelving, circulation, and collection maintenance.

Key Accountabilities

Person Specification

Application Process

The University is committed to equality of opportunity.

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