Employee Experience Operations IT Specialist (Burmese Speaker)

About the role

Roche is hiring an Employee Experience Operations IT Specialist in Petaling Jaya, Malaysia, to provide first-level support and consultancy to users through phone, chat, email and the service portal. The role covers incident and request management, including opening and closing tickets, classifying and assigning them, and driving customer satisfaction through KPIs.

Key responsibilities

• Provide first-level support for incidents and requests via phone, chat, email and the self-service portal, covering software installation and configuration on laptops, desktops, tablets, smart devices, printers and network infrastructure.
• Support standard software (Windows 11, Apple OS, Adobe products) and non-standard software, as well as applications such as the Google suite, Microsoft Office, document management and conferencing tools.
• Handle hardware and software service requests and advise users on free versus premium software options.
• Manage the full ticket lifecycle: open and close tickets, classify, assign, track and complete requests, and escalate unresolved incidents to level 2 support.
• Contribute to knowledge management by writing and reviewing articles, posting in communities, and creating end-user instructions with Adoption Services.
• Guide users toward self-service and encourage autonomy by sharing guides and explaining Roche tools and services.
• Keep up to date with new services and invest in technical expertise in areas such as the Google suite and document management tools.

Required profile

• 0-1 years of experience in a call center, help desk or IT desk-side support environment.
• University bachelor's degree.
• Strong written and spoken English and Burmese, which are essential for country-specific support.
• Customer-oriented, accountable, agile and results-driven, able to work in a team and learn quickly.

Required skills

• ITIL Foundation course (desirable)
• Conceptual skills in the candidate's area of specialization
• Assertive communication