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 Opportunity
If you want to work for a company that makes a difference to people’s lives all over the world, consider Roche.
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. Where a job title is not considered the final definition of who you are, but the starting point, you will manage the Second IT Support level (Onsite User Services), with wealth of IT knowledge and experience to exhibit intellectual curiosity and integrity and have strong passion to bring value-adding technology and mindset to the business.
Your Impact
Monitor service levels for onsite support (incidents and requests) per ITIL best practices.
Ensure high customer satisfaction and that end users and local management are pleased with IT support and services.
Support timely implementation of global, regional, and local IT initiatives and projects.
Provide local, regional, and global support for IT projects, ensuring compliance with global standards.
Manage high-performing operational IT environments with professional experience across multiple technical fields.
Lead and deliver IT projects related to network infrastructure, telephony, workplace solutions, and hardware deployments.
Provide onsite support for events and meetings, driving user experience and promoting best practices.
Manage hardware inventory processes end-to-end.
Manage service providers and vendors, including contract management, service reviews, and ensuring performance against SLAs.
Collaborate with agile teams to enhance employee experiences with innovative technology.
Partner with stakeholders to analyze requirements, deploy solutions, and ensure high adoption through marketing and change management.
Develop communication strategies for IT services and projects, ensuring consistency across channels.
Ensure onboarding readiness for new hires to maximize value from IT products.
Follow established processes and standards, ensuring local compliance with global policies.
Who you are
You hold a BA/BS degree in Computer Science, Engineering, or equivalent experience.
You possess 3-5 years of experience in providing onsite or remote technical support for PC and Mac environments across multiple domains.
You possess SCRUM Master certification (preferred) and the ability to lead and drive continuous improvement initiatives in IT services and solutions.
You have a proven track record of working in high-performing IT environments with expertise across various operational IT service areas.
You are knowledgeable of operating systems, devices, and applications, including Google Suite, MS Office, and network concepts like TCPIP, wireless, and Ethernet.
You possess experience in web conferencing, mobile technologies, and audio-visual equipment as it relates to PC/Mac platforms.
You are familiar with ITIL Incident Management processes and experience using tools like ServiceNow for ticketing and troubleshooting hardware, software, and mobile devices.
You bring a customer-centric mindset and a proactive, solution-driven approach to addressing technical issues effectively with the ability to resolve a variety of technical challenges of moderate scope and complexity.
You demonstrate organisational and multitasking skills, with the ability to prioritise tasks effectively in a fast-paced environment.
You possess networking skills and enjoy building relationships across teams and organisations to foster collaboration
You are able to lead onsite service implementation projects and collaborate with global colleagues, suppliers, and vendors to ensure project success.
You have excellent verbal and written communication skills, with the ability to simplify technical issues for both technical and non-technical audiences.
You are skilled at influencing decisions within your area of expertise and present technical solutions effectively.
You are flexible to work outside normal hours and are open to occasional international travel.
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.