End-User IT Support & Experience Specialist

Roche; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

Roche is seeking an entry-level IT Helpdesk professional in Malaysia to provide first-line support across software, hardware, and service requests. You will manage ticket lifecycles, advise users on software options, and escalate when needed, while contributing to knowledge content.

We value strong communication in English (Mandarin is a plus) and a proactive, customer-focused mindset. Join Roche to support end users and maintain high-quality service delivery.

Qualifications

• 0-1 years of broad-ranging experience in a call center-, help desk-, or IT desk-side support environment.
• Bachelor’s degree at university.
• ITIL Foundation Course (Desirable).
• Strong communication skills in English (written and spoken) are essential; additional Mandarin Chinese language skills beneficial.

Responsibilities

• Provide 1st Level Support for Standard Software (e.g. Windows 11, Apple OS, Microsoft Office) and Hardware; handle incidents and service requests across multiple channels.
• Manage classification, assignment, tracking and completion of requests; maintain ticket lifecycle from open to close; escalate when needed.
• Advise end users on suitable software packages and licenses; support end-user devices and peripherals.
• Coordinate end-to-end ticket lifecycle; inform users, escalate to Level 2 when necessary; use ticketing tool for all actions.
• Contribute to Knowledge Management by writing and reviewing articles and user instructions; maintain end-user guides.
• Focus on delivering an excellent end-user experience, stay current with services, and encourage self-service through Roche tools and portals.

Job description

Roche is seeking an entry-level IT Helpdesk professional in Malaysia to provide first-line support across software, hardware, and service requests. You will manage ticket lifecycles, advise users on software options, and escalate when needed, while contributing to knowledge content.

We value strong communication in English (Mandarin is a plus) and a proactive, customer-focused mindset. Join Roche to support end users and maintain high-quality service delivery.