Employee Experience Operations IT Specialist

Roche Holding AG; Petaling Jaya; On-site; MYR 33,000 - 58,000; Full time

Job summary

Roche Holding AG recrute un agent du support informatique de premier niveau à Petaling Jaya pour accompagner les utilisateurs via plusieurs canaux et assurer le cycle des tickets.

Vous aiderez à installer et configurer logiciels et matériels, en privilégiant l’expérience utilisateur et la qualité du service. Une passion pour l’apprentissage et une bonne maîtrise de l’anglais sont requises; un bachelor est attendu.

Qualifications

• Première ligne de support pour les utilisateurs via plusieurs canaux.
• Conseil sur les configurations logicielles et matérielles.
• Contribue à la gestion des connaissances et guides pour les utilisateurs finaux.

Responsibilities

• Assurer le support IT de premier niveau via téléphone, chat et e-mail.
• Gérer le cycle de vie des incidents et des demandes de service.
• Coopérer avec le support de niveau 2 lorsque nécessaire.
• Aider à l’installation et à la configuration des logiciels et matériels sur les postes.
• Contribuer à la base de connaissances et aux guides destinés aux utilisateurs.

Skills

Customer orientation

Accountability

Agile mindset

Team collaboration

Learner mindset

Communication

Growth mindset

Education

Bachelor's degree

ITIL Foundation Course

Job description

Chez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte.

Mission

To provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).

This job is responsible for providing first level support and consultancy services for users (via phone, chat, email, Service Portal). The scope includes incident and request management for end users using a variety of software and standard applications. The range of support includes issues and assistance in software package installation and configuration on various types of hardware (e.g. laptops, desktops, tablets, smart devices, printers, network infrastructure, etc.) and applications.

The Opportunity:

Responsibilities

Main tasks include, but are not limited to:

• 1st Level Support:
  • Supports Standard Software (e.g. Windows 11, Apple OS, Adobe Products, etc.) and Non-Standard Software
  • Supports Applications
    • Provides first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications; specific business applications
  • Supports Standard and Non-Standard Hardware, infrastructure (e.g. laptops, desktops, tablets, mobile devices, monitors & printers)
  • Supports Hardware Service Requests
  • Provides first-level assistance for requesting hardware locally
  • Supports Software & Other Service Requests
    • Provides first-level assistance for requesting software locally
    • Advises end users on software packages that best fit their needs (free versions vs premium versions etc.)
  • Handles IT Incidents & Requests Received via Multiple Communication Channels (e.g. phone, email, chat, self- service portal). This includes troubleshooting, prioritizing issues, managing access rights etc.
  • Coordinates the End-to-End Ticket Lifecycle
  • Manages the lifecycle of tickets:
    • Opens & closes service requests; incidents in the ticketing tool
    • Manages the classification, assignment, tracking, completion of requests, informing end users where applicable.
  • Escalates Incidents/Requests
    • Dispatches incidents/service requests to level 2 support
    • Escalates incidents/service requests to level 2 support if IT SDO cannot solve the problem

• Knowledge Management:
  • Contributes to Building Knowledge:
    • The agent contributes content by writing & reviewing articles, posting messages in communities, etc.
  • Contributes to Building Knowledge for End Users:
    • In cooperation with Adoption Services, creates and maintains end user instructions, documents

• Outputs & Deliverables:
  • Ensures that excellent end-user experience is achieved through the combination of soft skills and customer-centric mindset
  • Invests in Self-Learning:
    • Keeps up-to-date with new services
    • Invests in technical expertise for specific areas according to the business need (e.g. the Google suite, document management tools, conferencing tools, etc.)
  • Guides End Users on Self-Service:
    • Encourages end users to be more autonomous, by guiding them to solutions, sharing guides & showing Service Portal capabilities, etc.
    • Instructs end users on how to best use Roche tools & services

• Additional roles: with alignment and approval of Cluster Section Lead:
  • Once an additional role/activity is taken, the requirements and scope will be provided by the project/focus area/cluster section lead (active participation is expected and reviewed).
  • Employees are responsible for performing their duties in line with the SHE (Safety, Security, Health and Environmental Protection) Guidelines and the applicable law. It is required to complete the mandatory training courses and follow procedures and instructions accordingly.

Who you are:

• You bring the following skills and competencies:
  • Customer oriented mindset
  • Highly accountable, agile, and results oriented.
  • Ability to work in and contribute to a highly team-oriented environment
  • Must have a high aptitude for learning
  • Conceptual skills in his/her areas of specialization
  • Assertive communication
  • Growth mindset

Further requirements

• We are seeking an individual with 0-1 years of broad-ranging experience in a call center-, help desk- or IT desk-side support –environment
• You bring the following qualifications:
  • University Bachelor’s degree
• Desirable:
  • ITIL Foundation Course
• Strong communication skills in English (written and spoken) are essential

Qui nous sommes

Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial.

Construisons ensemble un avenir plus sain.

Roche est un employeur offrant l'équité en matière d'emploi.