IT Experience & Service Desk Specialist

Roche; Petaling Jaya; On-site; MYR 36,000 - 48,000; Full time

Job summary

Roche Malaysia is seeking a focused 1st level IT Support representative to provide timely end-user assistance across multiple channels. You will troubleshoot software and hardware issues, guide users on self-service options, and manage ticket lifecycles with a customer-centric approach.

The role requires 0–1 years in a help desk environment, a university degree, and strong English communication skills. ITIL knowledge is a plus and collaboration with a global IT team is expected.

Qualifications

• 0–1 years of experience in a call center, help desk or IT desk-side support.
• Bachelor's degree required.
• Desirable ITIL Foundation Course.

Responsibilities

• Provide first-level IT support for users via phone, chat, email, or portal.
• Handle incidents and requests, classify, assign, track and close tickets.
• Coordinate end-to-end ticket lifecycle and inform users as appropriate.
• Escalate incidents/requests to level 2 when needed and contribute to knowledge base.

Skills

Customer focus

Team player

Learning agility

Effective communication

Growth mindset

Education

Bachelor's degree

Job description

Roche Malaysia is seeking a focused 1st level IT Support representative to provide timely end-user assistance across multiple channels. You will troubleshoot software and hardware issues, guide users on self-service options, and manage ticket lifecycles with a customer-centric approach.

The role requires 0–1 years in a help desk environment, a university degree, and strong English communication skills. ITIL knowledge is a plus and collaboration with a global IT team is expected.