Job Description

Job Category: Administration
Degree Level: First Degree
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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.
Key Duties and 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 * Take ownership of service desk enquiries and issues and use judgement and initiative in determining the next step in resolving.

• Provide first-line support for all IS services, to all sections of the University at the HWU Malaysia campus. Address the reported service requests and troubleshooting of the incidents towards an appropriate resolution. Collaborate with second line support in resolving more complex issues, where necessary.
• Contribute to the university's globalising initiative where our global users are supported in a follow-the-sun model using our service management tool.
• Be proactive in detecting pattern of incidents that could potentially impact other end users, and other improvement measures contributing to a better experience for the end users.
• Ensure logged tickets are resolved and triaged according to the defined service level.
• Provide friendly, professional advice and demonstrations as required to the end users and be proactive in monitoring users' behaviour that contribute to a better study environment for our students.
• Undertake personal training and development activities as defined by and in discussion with the line manager.
• Liaise with other members of HWU Information Services at all campuses, and suppliers, as required by the line manager.
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve delivery of service methods
• Contributes to department goals by accomplishing related duties as required.

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
This section details the attributes e.g. skills, knowledge/qualifications and competencies which are required in order to undertake the full remit of the role. Attributes Essential Desirable Means of Assessment
Education & Qualifications A Degree
Degree in Information Management/ Information Studies/ Library Science/ Information System, and related professional certification.
ITIL Foundation is desirable but training will be provided to achieve the certification. Academic certificates
Experience
1 year of experience. (Fresh graduates are also encouraged to apply)
Experience working in a customer facing environment
Knowledge of Higher Education Application form and interview
Competencies, Skills & Knowledge
Good communication, customer service, adaptability and interpersonal skills.
Well-developed IT skills and experience, including use of MS Office with clear willingness to enhance existing and develop new digital capability.
Able to work alone and collaborative setup.
Awareness of information security risks and implications relevant to the role. Application form and interview
Special Factors (if applicable)
Able to work during weekends, University Open days/ events when needed.
Willing to work on evening shift (on rotation basis)
Willing to work in Putrajaya Application form and interview
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 7 November 2025. If you are not contacted by the selection committee by 14 November 2025 then please assume that on this occasion your application has been unsuccessful.
The University is committed to equality of opportunity.

Skills Required