User Experience IT Support Specialist

Roche; Petaling Jaya; On-site; MYR 36,000 - 54,000; Full time

Job summary

Roche Malaysia seeks an IT Help Desk professional to deliver first-level support across multiple channels and manage incident lifecycles. You will assist users with software and hardware issues, guide self-service usage, and escalate complex problems to Level 2 support as needed.

You should have a university degree, 0–1 year in desk-side or help desk IT, and strong English and Burmese communication skills. A proactive, learner mindset is essential to thrive in our team at Selangor.

Qualifications

• 0–1 year of broad IT desk-side or call center support experience.
• University degree required.
• Strong English and Burmese communication skills (written and spoken).
• Willingness to learn and adapt in a fast-paced environment.

Responsibilities

• Provide first-level IT help desk support via phone, chat, email, and Service Portal.
• Manage incidents and service requests through full ticket lifecycle.
• Advise end users on software and hardware solutions and basic configurations.
• Escalate unresolved issues to Level 2 support per standard processes.
• Contribute to Knowledge Management with end-user guides and articles.

Skills

Customer oriented

Accountable

Agile

Team collaboration

Learning aptitude

English & Burmese communication

Education

Bachelor's degree

ITIL Foundation Course

Tools

Google Suite

Microsoft Office

Document management tools

Conferencing tools

Job description

Roche Malaysia seeks an IT Help Desk professional to deliver first-level support across multiple channels and manage incident lifecycles. You will assist users with software and hardware issues, guide self-service usage, and escalate complex problems to Level 2 support as needed.

You should have a university degree, 0–1 year in desk-side or help desk IT, and strong English and Burmese communication skills. A proactive, learner mindset is essential to thrive in our team at Selangor.