Responsibilities
- Act as the primary contact for our customers as the “face of IT”
- 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 to 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,
- 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.
- Provide first line support on issues related to Operating system, connectivity, MS office including MS Outlook, Meeting room systems and Office IT equipment.
- Log IT ticket for incidents and follow thru to resolution. Update ticket details as incidents are manage until completion. Regularly review incident tickets and improve FCR (First Call Resolution).
- Responsible for the day-to-day IT operations, scheduling and technical support of the company’s infrastructure and computers etc.
- Manage inventory of all IT equipment including hardware refresh planning.
- Support the company’s WAN & LAN environment and coordinate with Global & local vendors for support.
- Accountable for support and maintenance of printers, Meeting room automation, Video Conference systems, Telephone systems, Digital Signage system and access control systems.
- Support the local onboarding and offboarding IT processes to assist with driving a successful IT experience.
- Assist in development, documentation, and implementation of standard operating procedures and customer service guidelines
- Install, configure, maintain & monitor all end-user hardware (PC's, printers, devices, etc.).
- Install, configure, maintain & monitor all end-user software applications (Windows, MS Office, Outlook, etc.).
- Manage IT hardware inventory from purchasing to Decommission
Nice to have
- Graduated from Computer Science or related (Male only)
- Minimum 2- years first line help desk support experience of PCs, Cloud storage (Box & SharePoint) Office 365 and LAN/WAN infrastructure in a multicultural environment.
- Minimum 2-years hands on experience using an IT Service Management (ITSM) tool, preferably SERVICE NOW
- 2 to 3 years’ experience in providing onsite and/or remote technical support to end-users in PC and Mac environments with experience across multiple domains.
- Highly service oriented with the ability to resolve user issues at all levels. Constantly working towards improving first call resolution (FCR).
- Relevant experience in IT Operations in Multinational organizations
- Knowledgeable in networking protocols (example CCNA)
- Basic understanding of Incident Management process end to end (experience in ServiceNow highly regarded)
- Strong analytical skills for reporting and root-cause analysis
- Strong troubleshooting and problem-solving skills, resiliency in the face of continual change, and ability to handle high demands
- Excellent problem-solving skills and willingness and ability to rapidly learn new technologies and toolsets
- Superior communication skills, adapting language used to establish and influence excellent customer relations
- Ability to work in a customer-oriented support role manning a customer drop-in desk in addition to performing floor walking to extend support right to the customer’s workspace
- Experience in the use of cloud-based storage solutions such as MS OneDrive and Box.
- 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.
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
Our Product
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly
sports sessions, team building events, monthly drink, and much more
Perks
A full-time position
Attractive salary package.
Trainings
12 days / year, including
6 of your choice.
Sport Activity
Play any sport with colleagues,
the bill is covered.
Eat & Drink
Fruit, coffee and
snacks provided.
