Employee Experience IT Specialist
4 weeks ago
At Roche, you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted, and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop, and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The Position This role involves providing a seamless and positive experience for our customers contacting us via multiple channels. You will open and close service requests and incidents, manage classification, assignment, tracking, and completion of requests, and drive customer satisfaction through KPIs. Key Responsibilities: Support standard software (e.g., Windows 11, Apple OS, Adobe Products) and non-standard software, applications, and hardware (laptops, desktops, tablets, mobile devices, monitors, printers). Support includes troubleshooting and resolving incidents and service requests. Provide first-level assistance for hardware and software requests, advising end users on suitable software packages, troubleshooting issues via multiple communication channels, and managing access rights. Coordinate the end-to-end ticket lifecycle, including opening, tracking, escalation, and closure of service requests and incidents, and support escalation to Level 2 support when necessary. Contribute to knowledge management by creating and reviewing articles, posting messages, and maintaining end-user instructions in collaboration with Adoption Services. Ensure excellent end-user experience through soft skills, customer-centric mindset, self-learning, and technical expertise in relevant areas. Guide end users on self-service options and Roche tools & services. Additional roles or activities may be assigned with approval from the team leader, with scope and requirements provided accordingly. Employees must adhere to SHE guidelines, complete mandatory training, and follow procedures. Who you are 0-1 years of experience in a call center, help desk, or IT support environment. University Bachelor’s degree required. Desirable: ITIL Foundation certification. Strong communication skills in English (written and spoken) are essential; additional languages such as Mandarin Chinese are preferred for supporting regions like China, Taiwan, and Hong Kong. Who we are Driven by the goal of building a healthier future, over 100,000 Roche employees worldwide are dedicated to advancing science and ensuring access to healthcare. Our efforts have resulted in treating over 26 million people and conducting more than 30 billion diagnostic tests. We foster innovation, creativity, and high ambitions to deliver impactful healthcare solutions globally. Let’s build a healthier future, together. Roche is an Equal Opportunity Employer. #J-18808-Ljbffr
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Employee Experience
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