WHAT DOES AN IT EXECUTIVE DO?
Updated: Dec 08, 2025 - The Information Technology (IT) Executive manages end-user support, network maintenance, and server administration to ensure smooth daily IT operations. The role involves troubleshooting hardware and software issues, coordinating equipment repairs, and maintaining IT assets and documentation. The executive also oversees bandwidth usage, procures IT equipment, and supports telecommunication systems to maintain optimal performance.
A Review of Professional Skills and Functions for IT Executive
1. IT Executive Duties
- Domain Expertise: Acquire and provide domain expertise in the allocated software domain
- Application Support: Provide software application support to the HQ and branches
- Technical Support: Provide technology and technical IT support and advice to the HQ and allocated branches
- Hardware Capability: Assist in the organization’s objectives through leveraging Cathay’s software and hardware capabilities
- Office Automation: Assist in office automation projects, helpdesk activities, troubleshooting and training of end users and customers
- Vendor Management: Assist in the sourcing of IT equipment and vendor management
- Agile Implementation: Perform the role of Scrum Master or Product Owner in Agile squads to implement IT solutions
- Business Analysis: Understand and analyze business requirements to provide solutions for new applications and system enhancements
- System Integration: Support application development including defining/reviewing business requirements for enhancements and taking responsibility for system integration, testing and resolution of incidents reported for the systems under charge
- Issue Management: Manage timeline and escalated issues raised by business users to ensure smooth IT solution delivery
- Risk Management: Ensuring outsourcing risk is minimized (e.g., security and control issues) and that resolution of problems reported and enhancements to be done in accordance with the Service Level Agreement (SLA)
- Process Improvement: Conduct regular review of application portfolio and technical landscape to identify redundancy and operational inefficiency and to recommend and implement alternate solutions
- Technology Adoption: Track and identify feasible airline IT applications and technologies for potential adoption by the business
2. IT Executive Details
- POS Setup: Set up a POS machine for stores including installation software, operating system, ETP POS application, SQL, barcode scanner, receipt printer, cash register drawer, etc.
- Issue Resolution: Resolving software and hardware problems within Windows devices, applications and ETP POS applications (Level 1 support)
- Software Knowledge: Exposure to a wide variety of software applications including MS Office, MS Outlook, Adobe Reader, Skype, antivirus tools, VPN tools, etc.
- System Update: Make sure to perform the latest updates of ETP POS at all stores
- User Support: Support users related to software applications and data
- Helpdesk Management: Respond quickly and prioritize helpdesk requests to provide quality, timely, and accurate end-to-end support of any issues
- Technical Support: Provide outstanding in-person, telephone, written, and remote support to users
- Software Awareness: Stay up to date on available software and applications applicable to the corporate and project needs
- System Alignment: Assist business users with the management and review of the internal WMS system and ensure various IT systems within the company are aligned in terms of data transfer and migration
- User Training: Conduct user training for WMS and SAP, and enhance user experience with management of internal IT tools (e.g., Excel)
- Vendor Liaison: Liaise with both corporate IT and vendors in handling of application and network and infrastructure planning, functions and system design
3. IT Executive Responsibilities
- Technical Support: Provide on-site Level 2 support in relation to desktop and AV-related service disruptions
- Knowledge Management: Document desktop and AV-related problems and resolution procedures in the knowledge base for future reference
- Documentation Maintenance: Maintain technical documentation related to the configuration of IT and AV equipment and components
- Productivity Improvement: Implement initiatives aimed at meeting and exceeding target goals and driving productivity and efficiency
- Customer Service: Establish a customer-centric environment that promotes continuous improvements in customer service levels
- Performance Tracking: Track and report assigned tasks completion and meeting SLA targets
- System Availability: Carry out readiness checks of equipment and rectify faults to ensure 95% system availability at the start of the semester
- Incident Documentation: Document root cause and resolution in ServiceNow tickets to facilitate knowledge article generation
- Staff Coaching: Coach new staff and transfer working knowledge of NSS IT onsite support operations and arrangements with CITS
- Project Management: Project manage and oversee the upgrading of common lecture theatres and tutorial rooms
- Asset Management: Oversee and manage audiovisual loans to students and staff
- Financial Coordination: Manage monthly reimbursement for AV event requests and coordinate with NSS Finance and user departments
- Web Management: Maintain and migrate NSS IT and other divisions’ web pages as content editor or webmaster
- Specialized Roles: Undertake specialization roles in specific technical areas or procurement for the NSS IT division
- Process Improvement: Undertake continuous improvement projects that drive greater efficiency and effectiveness
- Safety Management: Serve in safety and health roles such as first aider, fire warden and representative
- Asset Database: Maintain a centralized records database of AV assets
4. IT Executive Job Summary
- IT Planning: Assist in planning, developing and implementing a comprehensive IT architecture and network infrastructure for the college
- Policy Development: Assist in the development and implementation of all IT policies and procedures, including those for architecture, security and disaster recovery
- System Management: Manage the deployment, monitoring, maintenance, development, upgrade and support of IT systems, including telecommunications, network devices, servers and software
- Network Security: Responsible for implementation, administration and security control of the network with regular maintenance, patching and upgrades
- Performance Analysis: Benchmark, analyze, report on and make recommendations for the improvement and growth of the IT infrastructure and systems
- Requirement Gathering: Work with stakeholders to define business and systems requirements for new technology implementations
- Network Reporting: Provide daily, weekly and monthly network reports on availability and traffic utilization
- Script Development: Develop scripts when needed and maintain applications and databases
- Programming Knowledge: Apply programming skills such as ASP and PHP as a strong differentiator
- User Training: Prepare user manuals, operations documentation and conduct user training
- Asset Management: Practice asset management for IT hardware, software and equipment
5. IT Executive Accountabilities
- Administrative Support: Provide office administrative and operational support
- Procurement Management: Handle the procurement of office materials, stationery and equipment
- Facility Coordination: Oversee and coordinate the repair and servicing of office equipment and facilities
- System Setup: Handle the setup of new desktops and laptops, creating necessary IDs and passwords for access
- Vendor Management: Manage and liaise with external vendors and contractors to ensure efficient and proper work completion
- IT Services: Manage and provide support for IT services, telephone PDX systems, internet, LAN networking and servers
- System Management: Manage SAP and ERP systems, including server security and daily backup operations
- Technology Integration: Leverage various technology platforms to enhance the company workflow
- Project Support: Provide support for the implementation of IT and special projects
6. IT Executive Functions
- Help Desk: Provide help desk support to all end-users and maintain current systems and applications
- System Maintenance: Perform timely backups and preventive maintenance of systems
- Scheduled Maintenance: Attend to regular and scheduled system maintenance
- Virus Protection: Ensure all PCs have virus protection software loaded, operational and updated
- License Management: Log and track all software licenses to ensure legal compliance
- Asset Management: Maintain and update the IT asset list regularly
- System Performance: Ensure all company systems operate to the required standards
- Information Security: Maintain the security and privacy of information systems, communication lines and equipment in compliance with regulations and audit requirements
7. IT Executive Job Description
- Requirement Analysis: Liaise and engage business stakeholders and users to elicit, gather and translate the business, management, operations, end-user and/or customer requirements into system requirements
- Solution Design: Work with both internal and external teams to research, analyze, conceptualize, propose, plan and design relevant, viable and enabling technological solutions, changes and/or enhancements to meet the given requirements and create value to the business and operations
- Specification Management: Create, develop, update and maintain proper specifications, such as business requirement specifications, change request specifications, functional and technical specifications
- Testing Preparation: Create, develop, update and maintain proper test plans, test cases, user guides and manuals
- Knowledge Transfer: Facilitate the transfer of relevant knowledge to the support team and end-users
- Project Participation: Participate in various technology proofs-of-concept (POCs) related initiatives and projects
- Testing Validation: Assist in the testing, validation and verification processes
- Solution Quality: Ensure that the implemented solutions meet the quality, acceptance and requirements of the business, management, operations, end-users and/or customers
- Technical Support: Provide technical and application support to End User Computing products on parts repair and replacement
- Network Maintenance: Knowledge in maintenance services of computer network, PCs/notebooks, printers and peripherals
- Customer Assistance: Offering technical support on-site or via phone or email
- Operations Management: Directing and managing all operational aspects including customer service, human resources and administration
- Process Improvement: Locate areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities
8. IT Executive Overview
- Help Desk: Manage and provide help desk support to end users with IT problems encountered
- Network Support: Support and maintain the WAN/LAN network and equipment
- Server Administration: Perform server administration and PC troubleshooting on hardware and software
- Hardware Coordination: Coordinate IT hardware repairs and replacements
- Software Installation: Assist in software installation and deployment
- Asset Administration: Administer IT assets and other documentation required for Regional or local IT
- Bandwidth Monitoring: Oversee the company's bandwidth and advise on high usage
- Procurement Management: Procure IT-related equipment (software and hardware) under managerial guidance
- System Maintenance: Maintain and support the PABX system and telecommunication requirements
9. IT Executive Details and Accountabilities
- IT Management: Overseeing the computer IT function or a specific technology function within the entire group of companies
- User Support: Support the user with day-to-day operational and IT-related issues
- Solution Implementation: Implement the assigned information technology solution according to user requirements and development plan
- Network Troubleshooting: Troubleshooting on network equipment, repairing and maintaining computer hardware
- ERP Support: Implementation and support of the ERP system and the Accounting system
- System Upgrade: Coordinating and executing new features, training and assisting users during upgrades and rollout of new systems
- Workflow Improvement: Work closely with the team to drive the ERP implementation and improve the workflow and processes through fine-tuning the ERP System
- Server Maintenance: Server installation, troubleshooting, configuration, patch update and maintenance
- Hardware Support: Resolve issues about PC, printer, network and email
- Equipment Coordination: Arrange repair and replacement of defective IT equipment
- Performance Resolution: Provide day-to-day support to user queries, problems, and performance resolutions
- Network Administration: Maintain, manage, and implement PCs, servers, LAN/WAN network infrastructure
- POS Support: Provide support for the point-of-sales system
10. IT Executive Tasks
- SAP Support: Primarily support the SAP Logistics module (MM and SD) for local and overseas SAP users, tracking all incidents and ensuring resolution
- Business Analysis: Review business processes and user requirements related to logistics, procurement, and sales, recommending SAP-based solutions
- System Configuration: Configure SAP SD/MM functions to meet business needs and align with best practices
- Specification Development: Develop functional and system design specifications for SAP implementations
- Process Maintenance: Maintain and update departmental work processes and procedures
- Testing Assistance: Assist in the testing process to identify and resolve business process issues
- User Training: Provide training to key and end-users for SAP functionalities
- Problem Solving: Investigate, analyze, and resolve SAP and business-related issues, implementing enhancements promptly
- Project Coordination: Manage and coordinate IT application projects, supporting team members throughout
- Technical Analysis: Provide expert analysis and support for complex IT infrastructure and system problems
- Process Improvement: Recommend and implement improved processes and methodologies
- System Operations: Install, troubleshoot, and configure technologies within the department
- Issue Resolution: Participate in discussions to address challenges and contribute technical expertise for problem-solving
- Technical Expertise: Handle escalated technical problems and contribute as a recognized expert in assigned platforms or technologies