Employee Experience IT Specialist (Mandarin Speaking)

Roche; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

Roche is seeking a Help Desk Support Specialist to enhance customer experience by providing first-level support and managing service requests. This role involves utilizing strong communication skills, offering support for software applications, hardware, and ensuring customer satisfaction through effective ticket management.

Qualifications

• 0-1 years of experience in call center or IT support.
• Strong communication skills in English.
• Desirable: Additional languages like Mandarin.

Responsibilities

• Provide 1st Level Support for standard software and hardware.
• Manage the lifecycle of service requests and incidents.
• Ensure excellent end-user experience and guide on Roche tools.

Skills

Communication

Customer-centric mindset

Education

University Bachelor’s degree

ITIL Foundation Course

Job description

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 External Job Ad Text

We are seeking a Help Desk Support Specialist to provide a seamless and positive experience for our customers contacting us via multiple channels. You will be responsible for opening and closing service requests and incidents, managing the classification, assignment, tracking, and completion of requests, and driving overall customer satisfaction through individual and departmental KPIs.

You will be :

1. Main tasks include 1st Level Support: Supporting Standard Software (e.g., Windows 11, Apple OS, Adobe Products) and Non-Standard Software, supporting applications, and providing first-level support for incidents concerning global applications such as Google Suite, Microsoft Office, document management tools, conferencing tools, MAC applications, and specific business applications. Supporting Standard and Non-Standard Hardware & Infrastructure (e.g., laptops, desktops, tablets, mobile devices, monitors, printers). Supporting Hardware Service Requests.

2. Providing first-level assistance for requesting hardware and software locally, advising end users on software packages, troubleshooting, prioritizing issues, managing access rights, and handling IT incidents & requests received via multiple communication channels (phone, email, chat, self-service portal).

3. Managing the lifecycle of tickets: opening & closing service requests & incidents in the ticketing tool, classifying, assigning, tracking, and completing requests, informing end users, and escalating incidents/requests to level 2 support when necessary.

4. Contributing to Knowledge Management by creating and reviewing articles, posting messages in communities, and maintaining end-user instructions and documentation in cooperation with Adoption Services.

5. Ensuring excellent end-user experience through soft skills and a customer-centric mindset, investing in self-learning, keeping up-to-date with new services, guiding end users on self-service options, and instructing on how to best use Roche tools & services.

6. Participating in additional roles or activities as aligned and approved by the Team Leader, with responsibilities and scope provided by the project/focus area/team lead. Adhering to SHE Guidelines, completing mandatory training, and following procedures.

Who you are

1. We are seeking an individual with 0-1 years of experience in a call center, help desk, or IT desk-side support environment.

2. You bring the following qualifications: University Bachelor’s degree.

3. Desirable: ITIL Foundation Course.

4. Strong communication skills in English (written and spoken) are essential. Additional languages, such as Mandarin Chinese (supporting China, Taiwan, Hong Kong), are necessary.

Who we are

A healthier future drives us to innovate. Over 100,000 employees worldwide are dedicated to advancing science and ensuring access to healthcare for all. Our efforts have resulted in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and deliver life-changing healthcare solutions with a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.