IT End-User Experience Lead

Roche Holding AG; Laval (administrative region); On-site; CAD 66,000 - 87,000; Full time

Job summary

Roche Diagnostics is seeking an IT Workplace Professional to oversee end-user IT services for the Canadian site. You will work within an agile team to deliver a superior employee IT experience, collaborating with stakeholders to analyze requirements and implement IT solutions.

You will ensure timely communication and adoption of solutions, while aligning with Global guidelines. You will monitor SLAs for onsite support, strive for top customer satisfaction, and lead regional/global IT initiatives

Qualifications

• Minimum 5 years of experience providing IT onsite and/or remote end-user support in PC and Mac environments.
• Fluent English and French required for Canada-based service.
• Strong familiarity with ITIL Incident Management in a service delivery environment.
• Knowledge of Google Suite, MS Office, and common collaboration tools.
• Experience with ServiceNow is a plus.
• Experience managing incidents, requests, and SLAs; vendor/contract management a plus.

Responsibilities

• Monitor and uphold the SLA for onsite IT support (incidents, requests, etc.) per ITIL practices.
• Achieve top customer satisfaction ratings for End-User Services and ensure local management satisfaction.
• Support and ensure timely deployment of Global/Regional IT initiatives at the site.
• Provide support for onsite services (events and meetings) and optimize service delivery using global guidelines.
• Manage incidents/requests and measure performance against SLA.
• Manage service providers and vendors, including contracts and service reviews.
• Lead and deliver global/local network infrastructure, telephony, workplace, client hardware and employee experience projects.

Skills

End-user support

ITIL processes

ServiceNow

Google Suite

MS Office

Bilingual English/French

Education

Associate degree in Computer Science / related discipline

Job description

Roche Diagnostics is seeking an IT Workplace Professional to oversee end-user IT services for the Canadian site. You will work within an agile team to deliver a superior employee IT experience, collaborating with stakeholders to analyze requirements and implement IT solutions.

You will ensure timely communication and adoption of solutions, while aligning with Global guidelines. You will monitor SLAs for onsite support, strive for top customer satisfaction, and lead regional/global IT initiatives