Customer Experience 2nd Level Support

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Mission

Coordinates, diagnoses and troubleshoots routine incoming employee calls. Provides support services to employees for basic technical problems and information technology issues involving desktop, laptop or network services from local employees or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical employees. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Assists with the development, documentation and implementation of standard operating procedures and customer service guidelines relating to IT support.

The 2nd Level Support Specialist in the Technology & Process Experience team will provide advanced technical assistance across all aspects of the Customer Experience Operation (Service Desk) teams at the RSS locations and Local User Services / Local Service Desks (Pharma, Diagnostics and partly Diabetes Care) for RSS and Group Informatics services. The aim is to resolve IT incidents at a local, regional, and global level according to SLAs and in a timely manner. Daily activities are Communication, Troubleshooting, Monitoring, Testing, and resolving the technical escalations from Local or Shared Service Centers. The 2nd Level Support Specialist in TPX acts as an interface and single point of contact for all Service Desks and Local User Services members for any RSS & Group Informatics related issues and inquiries.

Duties vary based on the technical background of the issues, often involving research, analysis, and solution development.

You will be:

• Has a mindset to work in an agile global environment, interacting with many people across many sites.Understands the local, regional and global setup of Group Informatics and the Roche Services & Solutions Organization. Has or builds a reliable network that enables them to escalate issues with the appropriate urgency
• Master incident creation and communicates with transparency and in a timely manner to site IT functions, using classic & social media communication channels
• Ensures troubleshooting with detailed information before escalating to relevant service partners. Monitor / Analyze Ticket queue Performs software and hardware testing and provides quality feedback to stakeholders
• Provides and/or coordinates training activities to prepare the Service Desk to support deployments or new service offerings. Extensive understanding of scripts and installation log files. Analyze and investigate to determine workarounds and recommend solutions. Proactively engages in the Knowledge Management process to document relevant information in the Knowledge Base to support the Service Desk and Local IT teams
• Contributes to organizational projects and initiatives
• Has the flexibility to engage in a variety of tasks, also outside of the normal responsibilities
  
  

Who you are:

• 3 - 5 years of successful experience in a comparable position supporting similar products in a multinational environment, mainly in virtual setup
• ITIL Foundation and as a plus Practitioner Certificate. Scrum Master Certification is a plus. Exposure with working in a scaled agile framework is a plus .Exposure in working in a global, virtual team with certain interpersonal skills to interact and communicate effectively with Informatics / Finance & Procurement staff in multiple countries and varying cultures
• Flexibility to work outside of business hours if required.Solid coordination, organizational and communication skills.Solid verbal and written English skills, additional languages are an asset
• Solid understanding of ITIL Incident, Problem, Request and Knowledge Management processes and a good knowledge of the other ITSM processes. Supporting the management of business applications supporting the ITSM processes in scope. Basic understanding of Active Directory concepts. Understands the design and how the components work
• Expert in enterprise client environments. Broad knowledge of all aspects of IT Desktop computing
  
  

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.

The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.

Roche is an Equal Opportunity Employer.