Employee Experience Operations IT Specialist (Japanese speaker)

F. Hoffmann-La Roche AG; Petaling Jaya; On-site; MYR 42,000 - 66,000; Full time

Job summary

Roche is seeking an Employee Experience Operations IT Specialist (Japanese speaker) to provide first-level IT support across channels and manage end-to-end ticket lifecycles. You will assist with hardware and software setups and guide users through Service Portal features.

The role requires English and Japanese proficiency, strong customer focus, and a willingness to learn.y

Qualifications

• Bachelor’s degree required.
• Proficiency in English and Japanese; N1 certification.
• Experience in IT service delivery or help desk preferred.

Responsibilities

• Provide first-level IT support and consultancy for incidents and requests.
• Manage end-to-end lifecycle of IT tickets in the ticketing tool.
• Assist end users with hardware requests and software packages.
• Communicate with users via phone, chat, email, and self-service portal.
• Escalate complex issues to Level 2 support.
• Create and review knowledge articles and end-user guides.
• Train users on Service Portal capabilities.
• Continuously learn to stay updated on tools and SHE guidelines.

Skills

First-level support

Multichannel communication

Ticketing tools

Hardware troubleshooting

Customer service mindset

English & Japanese

Education

Bachelor's degree

Tools

Windows 11

Apple OS

Adobe

Google Suite

Microsoft Office

Service Portal

Job description

Position: Employee Experience Operations IT Specialist (Japanese speaker)

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.

Introduction: To provide a seamless and positive experience for our customers who contact us via multiple channels, the Employee Experience Operations IT Specialist (Japanese speaker) 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, and Service Portal. The scope includes incident and request management for end users using a variety of software and standard applications, as well as assistance in software package installation and configuration on various types of hardware (e.g., laptops, desktops, tablets, smart devices, printers, network infrastructure).

The Opportunity

In this role, you will act as a key contact point for IT support, enabling seamless productivity across the region.

• Provide first-level support and consultancy for incidents and requests concerning standard/non-standard software, OS (Windows 11, Apple OS, Adobe), and enterprise applications like Google Suite and Microsoft Office.
• Manage the end-to-end lifecycle of IT tickets, including opening, classifying, prioritizing, tracking, and closing incidents and service requests in the ticketing tool.
• Assist end users with local hardware requests (laptops, desktops, tablets, mobile devices, monitors, printers) and software packages to best fit their operational needs.
• Handle multi-channel user communication—including phone, email, chat, and self-service portal—to troubleshoot issues and manage access rights efficiently.
• Dispatch and elevate complex technical incidents or requests to Level 2 support teams when issues exceed first-level resolution parameters.
• Contribute to building knowledge by writing and reviewing technical articles, posting community updates, and creating end-user guides in cooperation with Adoption Services.
• Guide end users toward autonomous self-service by demonstrating Service Portal capabilities, sharing instruction guides, and training them on Roche tools.
• Invest in continuous self-learning to maintain up-to-date technical expertise in evolving tools, business applications, and SHE (Safety, Security, Health, and Environmental) guidelines.

Who you are

We are looking for a customer-oriented, agile individual eager to grow their career in IT service delivery. To succeed in this role, you bring:

• Experience: 0–1 years of broad-ranging experience in a call center, help desk, or IT desk-side support environment.
• Education: University Bachelor's degree.
• Language Proficiency: Strong communication and written skills in English and Japanese (written and spoken) are essential, with N1 Certification.
• Technical Aptitude: High aptitude for learning, with baseline conceptual skills in IT service delivery, hardware/software troubleshooting, and optional ITIL Foundation awareness.
• Customer Focus & Mindset: Highly customer-oriented, accountable, and results-driven with a growth mindset.
• Communication & Collaboration: Excellent assertive communication skills with the ability to work effectively within a highly team-oriented global environment.
• Problem Solving & Agility: Strong ability to prioritize tasks, guide users through technical workflows, and adapt quickly to new IT services and tools.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result 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 keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together. Roche is an Equal Opportunity Employer. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.