Employee Experience Operations IT Specialist

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Mission

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).

This job is responsible for providing first level support and consultancy services for users (via phone, chat, email, Service Portal). The scope includes incident and request management for end users using a variety of software and standard applications. The range of support includes issues and assistance in software package installation and configuration on various types of hardware (e.g. laptops, desktops, tablets, smart devices, printers, network infrastructure, etc.) and applications.

The Opportunity:

Responsibilities

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 and maintains end user instructions, documents

• 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 & services

Additional Roles/Opportunities - Auxiliary responsibilities relevant for this Job

• Additional roles: with alignment and approval of Cluster Section Lead.
  • Once an additional role/activity is taken, the requirements and scope will be provided by the project/focus area/cluster section 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:

• You bring the following skills and competencies:
  • Customer oriented mindset
  • Highly accountable, agile, and results oriented.
  • Ability to work in and contribute to a highly team-oriented environment
  • Must have a high aptitude for learning
  • Conceptual skills in his/her areas of specialization
  • Assertive communication
  • Growth mindset

Further requirements

• 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

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.