To provide a seamless and positive experience for our customers who contact us via multiple channels.  Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).

You will be :

• Main tasks include, but are not limited to 1st Level Support: Supports Standard Software (e.g. Windows 11, Apple OS, Adobe Products, etc.) and Non-Standard Software, Supports Applications. Provides first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications & specific business applications. Supports Standard and Non-Standard Hardware & infrastructure (e.g. laptops, desktops, tablets, mobile devices, monitors & printers) Supports Hardware Service Requests

• Provides first-level assistance for requesting hardware locally. Supports Software & Other Service Requests. Provides first-level assistance for requesting software locally. Advises end users on software packages that best fit their needs (free versions vs premium versions etc.). Handles IT Incidents & Requests Received via Multiple Communication Channels (e.g. phone, email, chat, self- service portal). This includes troubleshooting, prioritizing issues, managing access rights etc.

• Coordinates the End-to-End Ticket Lifecycle, Manages the lifecycle of tickets: Opens & closes service requests & incidents in the ticketing tool. Manages the classification, assignment, tracking, & completion of requests, informing end users where applicable, Escalates Incidents/Requests. Dispatches incidents/service requests to level 2 support. Escalates incidents/service requests to level 2 support if IT SDO cannot solve the problem

• Knowledge Management : Contributes to Building Knowledge. The agent contributes content by writing & reviewing articles, posting messages in communities, etc.Contributes to Building Knowledge for End Users. In cooperation with Adoption Services, creates & maintains end user instructions, document

• Outputs & Deliverables : Ensures that excellent end-user experience is achieved through the combination of soft skills and customer-centric mindset, Invests in Self-Learning, Keeps up-to-date with new services, Invests in technical expertise for specific areas according to the business need (e.g. the Google suite, document management tools, conferencing tools, etc.). Guides End Users on Self-Service. Encourages end users to be more autonomous, by guiding them to solutions, sharing guides & showing Service Portal capabilities, etc.Instructs end users on how to best use Roche tools & servicesAdditional Roles/Opportunities - Auxiliary responsibilities relevant for this Job - Additional roles: with alignment and approval of Team Leader.

• Once an additional role/activity is taken, the requirements and scope will be provided by the project/focus area/team lead (active participation is expected and reviewed). Employees are responsible for performing their duties in line with the SHE (Safety, Security, Health and Environmental Protection) Guidelines and the applicable law. It is required to complete the mandatory training courses and follow procedures and instructions accordingly. 

Who you are

• We are seeking an individual with 0-1 years of broad-ranging experience in a call center-, help desk- or IT desk-side support –environment

• You bring the following qualifications:  University Bachelor’s degree

• Desirable : ITIL Foundation Course

• Strong communication skills in English (written and spoken) are essential. Additional languages is necessary for Mandarin Chinese(supporting China, Taiwan, Hong Kong)