IT Specialist -User Support

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The Position

Summary of Position:

• Overall responsible for all IT user service operations.

• Acts as Single Point of Contact for end users providing customer-focused support of incidents and requests escalated from regional level 1 service desk, including hardware, software, infrastructure and Roche Business application.

• Ensures services are delivered to agreed service level and returned to the agreed service operation after an incident/change as quickly as possible.

• Ensures IT support is provided to eligible executives aligning with practices of APAC sites

• Leads user service operations for the site and improving the service quality

• Champion user service processes and also adhere to the PiOM and any processes, framework defined by Informatics

• Responsible for managing the applications by contributing to initiatives, projects, enhancement as PM, BA or SME and supporting the day-to-day operation of applications

• Lead innovation that impacts the business and patients with business mindset and technology expertise

Role Specific Accountabilities:

Acts as Single Point of Contact for end users, providing customer focused support of incidents and requests that have been escalated from regional level 1 service desk, including:

• support for End User Computer OS and Off-the-shelf software (e.g. Window OS, MS Office, Google Office Suite)

• support for key Roche Business application (e.g. CRM system, SAP, Touchpoint)

• support for local Roche Business application (e.g. eForm, RoamBI)

• support for key services (e.g. RANGE)

• support for hardware (e.g. laptops, desktops, iPhone, iPad, Printers, MFP and faxes)

• support for Roche Infrastructure (e.g. LAN, WAN, PABX, Server and Remote connectivity), including routinary checks

• User account adds, changes & deletes

• Hardware & software adds, changes & deletes

Ensures services are delivered to agreed service levels in a transparent, reliable and flexible process with a strong customer service orientation, via:

• Proactive Service Desk Ticket Monitoring

• Service Desk Ticket & Mailbox Management

• KPIs are consistently met

Ensures the return to the agreed service operation after an incident/change as quickly as possible.

Ensures IT support is provided either by phone or in person to all eligible executives for incidents related to Desktop Computing, Video Conference & Collaboration tools, Off-Site Meeting, Home IT Support and Handheld Devices, according to Global Executive Support service levels.

Acts as local champion for Adoption Services (e.g. global systems or service rollouts)

Regularly offers and conducts end-user training for IT-related systems, hardware and services.

Manage the company’s hardware and software assets, including:

• Lifecycle management

• License management

• Preventive maintenance agreements

• HW and SW Inventory management

Manage the IT vendor list, including accreditation and preferred vendors list

Responsible for managing the applications by contributing to initiatives, projects, enhancement as PM, BA or SME and supporting the day-to-day operation of applications

• Perform business analysis and contribute to the design and development of enhancement or new solutions of informatics solutions

• Perform all tasks related to the day-to-day operations for applications following operating practices

• Support global/regional project rollout acting as the subject matter expert, provide PM or BA service if required.

• Build strong partnerships with Roche regional, global and external teams.

• Acts as local Google suite champion and promote Google service such as Google+ within organization.

Knowledge and Experience:

• 2-7 years of successful experience in customer service position

• 1-3 years experience in application support with proven ability to support customers with diverse requirements

• Good knowledge of the ITIL Incident Management process in an IT service delivery environment

• Demonstrated strong communication abilities and customer focused orientation.

• High level of English proficiency (reading, writing, speaking and listening

• Experience in application management and projects

• Windows 7, Windows server 2003, Windows server 2008, Backup system, networking LAN and WAN, installation, troubleshooting and maintenance

• You will act as a digital enabler for our business colleagues & functions

• You act as the owner of the digital employee experience for the respective site

• You drive employee productivity through consultancy, provide intimacy and site proximity at the sites, and ensure a personalized Roche employee experience.

• You leverage available data (e.g.: Nexthink, SNOW) for proactive support

• You support and manage the Incident/ Request management processes to ensure SLA's are met and drive continuous improvement through trend analysis.

• You manage IT hardware lifecycle management & deskside support processes/managed services for the site

• You provide support & guidance for onsite services (e.g. events and meetings) by leveraging from internal and external providers. Drive the user experience and promote best practice.

• You drive and enable standard workplace infrastructure, global/local projects and deployments in collaboration with product teams.

• You proactively address and follow through on process-improvement ideas

• You support & drive budgeting process related to the respective site

• You support local audit, inspection and certification requirements

• You support local Business Continuity and IT Disaster Recovery planning activities

• You partner with our internal and external service providers

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 Diagnostics K.K. is a member of Roche group, one of the world's leading healthcare groups in the fields of pharmaceuticals and diagnostics, in charge of in-vitro diagnostic and equipment business in Japan. Roche Diagnostics K.K is also the leading company in our business field in Japan, providing high quality products and latest information as one of the most important sites in Diagnostic division of Roche group.