Onsite User Support - Roche



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The position:

Provides Deskside support to all end users; providing resolution to end users or escalation to 3rd level support.

Your key activities will include:

  • Works in a professional manner at all times and maintains a consistent image of the Global service, through open communication, reliability and high availability, and promotes the values and benefits of the Service Desk organization.
  • Receive incoming incidents and requests, records in tickets, and resolves in adequate time frame, ensuring expected customer satisfaction and investigates, troubleshoots and resolves reported problems in a timely and efficient manner as well as open, track and closes call and change tickets.

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  • Presents complex technical information to a nontechnical audience in a clear and easy to understand manner and supports single business/technical applications, and presents and explains the benefits and features, as well as the technical specifications of a product.
  • Performs desk side support for all end-users and ensures services are delivered according agreed service levels in a transparent, reliable and flexible process with a strong customer service focus.
  • Restores services according to the agreed service levels and delivers all requests (changes) according to the agreed service levels.
  • Supports hardware (e.g. laptops, desktops, Apple devices, printers and faxes) on-site and supports / coordinates for Roche Infrastructure (e.g. LAN, WAN and Remote connectivity) on-site.
  • Ensures IT support is provided either by phone or in person to all eligible executives for incidents related to Desktop Computing, Video Conferencing & Collaboration tools, Off-Site Meetings, Home IT Support and Handheld Devices, according to Global Executive Support service levels.
  • Understands the Global Executive Support service levels and objectives, in comparison to the Standard Service level, and delivers support accordingly.

Who you are:

You are someone who wants to influence your own development. You are looking for a company where you have the opportunity to pursue your interests across functions and geographies, and where a job title is not considered the final definition of who you are, but the starting point.

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This challenging role requires the following qualification, experience and skills:

  • Must have BA or BS degree.
  • 3 to 5 years’ experience in providing onsite and/or remote technical support to end-users in PC and Mac environments with experience across multiple domains.
  • Understanding of Roche-supported operating systems, devices and applications, including the Google Suite of Applications, MS Office, etc. would be an advantage.
  • Basic knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet).
  • Must have a good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms.
  • Experience with the Service Now ticketing system and troubleshooting hardware/software /mobile devices.
  • Excellent working knowledge of the ITIL Incident Management processes in an IT service delivery environment.
  • Must be highly accountable and results-oriented. Persistence, resourcefulness, drive and ability to work proactively. Must have outstanding customer service & interpersonal skills and have the ability to work in a team environment or independently.
  • Must be able to provide resolutions to a variety of technical problems of moderate scope and complexity.
  • Must be able to communicate clearly with technical and non-technical audiences, both verbally and written.
  • Must have strong organizational and multi-tasking skills, along with the ability to prioritize tasks among many competing requests.

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Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.


Disclaimer

  • Do not pay any fee to any Recruiter.
  • The Recruiter may amend, delete or expire jobs at any time without notification.
  • The Recruiter reserves the right not to proceed with filling the position.
  • An application will not in itself entitle the applicant to an interview.

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