IT Help Desk & Experience Specialist

F. Hoffmann-La Roche AG; Petaling Jaya; On-site; MYR 50,000 - 70,000; Full time

Job summary

Roche is seeking an entry-level IT Help Desk professional to provide first-line support across Windows, macOS, Office 365, and hardware issues. You will handle incidents via multiple channels, guide users, and help improve service delivery.

The role emphasizes customer-centric communication and teamwork in a global healthcare environment. The ideal candidate has a Bachelor’s degree and is fluent in English and Burmese, with 0–1 year of related experience.

Qualifications

• University Bachelor’s degree required; ITIL Foundation desirable
• Strong communication skills in English and Burmese (written and spoken)
• 0–1 year of experience in call center/help desk/IT desk-side support

Responsibilities

• Provide first level IT support via phone, chat, email, and Service Portal
• Troubleshoot incidents for hardware, software and applications across devices
• Classify, assign, track and close service requests and incidents
• Escalate to level 2 when necessary and communicate status to users
• Contribute to knowledge base and end-user self-service guidance

Skills

Customer oriented mindset

Accountability & agility

Team oriented collaboration

Learning aptitude

Assertive communication

Growth mindset

English & Burmese communication

Education

Bachelor's degree

Tools

ITIL Foundation

Job description

Roche is seeking an entry-level IT Help Desk professional to provide first-line support across Windows, macOS, Office 365, and hardware issues. You will handle incidents via multiple channels, guide users, and help improve service delivery.

The role emphasizes customer-centric communication and teamwork in a global healthcare environment. The ideal candidate has a Bachelor’s degree and is fluent in English and Burmese, with 0–1 year of related experience.