Roles and Responsibilities of UPA TIK
The division of tasks within UPA TIK is structured to ensure every service function operates in a directed, effective, and mutually integrated manner. Each division has a different assignment focus, ranging from policy formulation, governance strengthening, system development, infrastructure management, and operational services, to work environment support to ensure all services run optimally.
Assignment Summary
Division Details and Types of Services
Each division has mutually supporting roles to maintain the quality of information technology services and the comfort of the work environment.
Leadership & Secretariat
Policy direction, coordination, and administrative governance
Assignment Scope
Located within the leadership function, strategic decision making, administrative management, and the strengthening of internal and external unit coordination.
Types of Services
- Formulation of policy directions and priorities for IT service development.
- Cross-division coordination to ensure task execution runs harmoniously.
- Administration, correspondence, and financial support management for the work unit.
- Performance monitoring, service evaluation, and organizational accountability strengthening.
IT Governance and Education
Service standards, digital literacy, and work culture strengthening
Assignment Scope
Focused on governance formulation, service guidelines, user understanding improvement, and digital service implementation assistance.
Types of Services
- Formulation of operational standards, guidelines, and IT service policies.
- Training and education on information system usage for users.
- Socialization of digital services to improve effective system utilization.
- IT governance mentoring to ensure services are more orderly, secure, and sustainable.
Information Systems
Applications, system integration, and digital data management
Assignment Scope
Handles the development, integration, management, and sustainability of digital systems supporting both academic and non-academic needs.
Types of Services
- Application development to support academic and university administration processes.
- Data and system integration across units for faster and more accurate information flow.
- Application maintenance, issue troubleshooting, and digital service performance improvement.
- Performing database management and providing institutional data security support.
- Digital innovation development to support campus service transformation.
- Socializing New Digital Services/Applications.
IT Infrastructure
Networks, servers, devices, and the technical foundation of services supporting the operations of information systems and digital services within Universitas Riau.
Assignment Scope
Serves as the main pillar of digital infrastructure through the management of networks, servers, devices, and supporting technical services distributed across Faculties, Institutes, Units, and public service facilities within Universitas Riau.
Types of Services
- Management of internet, intranet, backbone, network distribution, and campus WiFi.
- Continuous maintenance of physical servers, virtual servers, and data center facilities.
- Installation, configuration, maintenance, and rejuvenation of IT and network devices.
- Real-time network and server monitoring as well as service disruption handling.
- Strengthening of network security, servers, firewalls, IDS/IPS, and network-based CCTV.
- Bandwidth management, traffic analysis, and network service capacity planning.
- Infrastructure technical support for Faculties, Institutes, Units, and academic activities.
- Provision of infrastructure for system integration, data synchronization, and information service access.
- Documentation preparation for topology, configuration, SOPs, and IT infrastructure service standards.
- Network development, service quality improvement, and new technology implementation.
Services & Operations
Frontline of user services and daily operations
Assignment Scope
Located on the direct service line to users to ensure technical support and operational service needs can be handled swiftly.
Types of Services
- Helpdesk services for receiving complaints, assistance requests, and user issue follow-ups.
- Daily technical support for users regarding the use of devices, applications, and digital service systems.
- Service operations management to keep work processes running smoothly, orderly, and efficiently.
- Technical incident handling quickly, accurately, and coordinated with relevant divisions.
- Service quality monitoring to maintain user satisfaction and service consistency.
- Website creation and management assistance services for units, institutes, and digital information needs.
- Google and Microsoft email services regarding complaint reception, assistance requests, and issue follow-ups.
- Data correction services for Active Students and Alumni according to administrative needs and service data synchronization.
Supporting Division
Security and cleanliness of the service environment
Assignment Scope
Supports the smoothness of unit activities by safeguarding the work environment, securing areas, and maintaining the cleanliness and comfort of service rooms.
Types of Services
- Work area security and environmental supervision to support unit orderliness.
- Access control for entry and exit of specific areas according to operational security needs.
- Cleanliness maintenance of workspaces, service rooms, and other supporting areas.
- Creation of a clean, safe, comfortable, and representative work environment for service users.
“With directed, collaborative, and fully responsible work, every service can grow to be faster, better, and more meaningful.”
Need ICT Service Assistance?
Submit a service request or report an issue through the official UPA TIK support channel.
and Professional