Employee Experience IT Specialist (Mandarin + Vietnamese or Indonesian)

About the role

Roche is looking for an Employee Experience IT Specialist in Petaling Jaya, Malaysia, fluent in Mandarin and in either Vietnamese, Indonesian or Thai. The role provides first-line support and consultancy to users by phone, chat, email and the service portal, covering incident and request management and driving customer satisfaction through KPIs.

Key responsibilities

• Provide first-level support for incidents and requests received through phone, email, chat and the self-service portal, including troubleshooting, prioritization and access rights.
• Support standard software (Windows 11, Apple OS, Adobe products) and country-specific local applications, and assist with software installation and configuration on laptops, desktops, tablets, mobile devices, printers and network infrastructure.
• Support global applications such as the Google suite, Microsoft Office, document management and conferencing tools, and advise users on free versus premium software options.
• Manage the full ticket lifecycle: open and close requests and incidents, classify, assign, track and complete them, and inform users where applicable.
• Escalate unresolved incidents and requests to Level 2 support.

Required profile

• Diploma, university degree in IT or above.
• 1-3 years of experience in IT Service Desk support or a BPO contact center environment.
• Proficiency in English and Mandarin, plus one of Vietnamese, Indonesian or Thai.
• Good communication skills, as the role supports colleagues in the respective countries.
• An ITIL Foundation course is an added advantage.