End-User IT Experience Specialist

Roche Services & Solutions Operations APAC; Selangor; On-site; MYR 45,000 - 67,000; Full time

Job summary

Roche Services & Solutions Operations APAC is seeking an Employee Experience Operations IT Specialist in Malaysia. The role focuses on providing first-level IT support for users, handling incidents and requests, and guiding end users on software choices.

You will manage the ticket lifecycle, coordinate with Level 2 when needed, and contribute to knowledge articles and end-user instructions to improve global Roche IT services.

Qualifications

• Minimum: University bachelor’s degree.
• Strong English communication, both written and spoken.
• 0–1 years of experience in a call center, help desk or IT desk-side support environment.

Responsibilities

• Provide first-level IT support for incidents and requests via multiple channels.
• Coordinate end-to-end ticket lifecycle from opening to closure.
• Advise end users on software packages and best-fit tools.
• Contribute to knowledge base and end-user instructions.
• Aim for excellent end-user experience using Roche services.

Skills

1st Level Support

Windows 11

Apple OS

Adobe Products

End-user Support

English Communication

Education

Bachelor's degree

Tools

Ticketing system

Service Portal

Job description

Roche Services & Solutions Operations APAC is seeking an Employee Experience Operations IT Specialist in Malaysia. The role focuses on providing first-level IT support for users, handling incidents and requests, and guiding end users on software choices.

You will manage the ticket lifecycle, coordinate with Level 2 when needed, and contribute to knowledge articles and end-user instructions to improve global Roche IT services.