User Experience IT Support Specialist

F. Hoffmann-La Roche AG; Petaling Jaya; On-site; MYR 36,000 - 48,000; Full time

Job summary

Roche seeks a customer-focused IT support specialist to deliver 1st-level assistance across phone, chat, and email. You will troubleshoot hardware/software issues, guide end users, and manage tickets from opening to resolution.

Ideal candidates have 0–1 years in IT help desk, with a Bachelor’s degree and strong English communication. You will contribute to knowledge bases and participate in ongoing training to keep Roche tools up to date.

Qualifications

• University degree required or equivalent.
• Strong communication skills in English (written and spoken).
• 0–1 years in call center/help desk/IT desk-side support environment preferred.

Responsibilities

• Provide first-level support via phone, chat, email, and service portal.
• Manage end-to-end ticket lifecycle: open/close, assign, track, and resolve.
• Offer guidance on software/hardware needs and self-service options.
• Contribute to knowledge base and end-user instructions.
• Engage in ongoing self-learning to stay current with Roche tools.

Skills

Customer oriented

Accountable

Agile mindset

Team collaboration

Learning aptitude

Conceptual skills

Assertive communication

Growth mindset

ITIL awareness

English communication

Education

Bachelor’s degree

Tools

Google suite

Microsoft Office

Job description

Roche seeks a customer-focused IT support specialist to deliver 1st-level assistance across phone, chat, and email. You will troubleshoot hardware/software issues, guide end users, and manage tickets from opening to resolution.

Ideal candidates have 0–1 years in IT help desk, with a Bachelor’s degree and strong English communication. You will contribute to knowledge bases and participate in ongoing training to keep Roche tools up to date.