Employee Experience Operations IT Specialist

About the role

Roche is looking for an Employee Experience Operations IT Specialist in Petaling Jaya to provide first-level support and consultancy to users via phone, chat, email and the Service Portal. The role covers incident and request management, including opening and closing tickets, classifying and assigning them, and tracking them to completion, while driving customer satisfaction through KPIs.

Key responsibilities

• Provide first-level support for incidents and requests received through multiple channels, including troubleshooting, prioritising issues and managing access rights
• 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
• Support standard and non-standard hardware and infrastructure (laptops, desktops, tablets, mobile devices, printers, network equipment) and handle hardware and software service requests
• Advise end users on software packages (free versus premium versions)
• 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 end users toward self-service and Roche tools, and keep up to date with new services and technical expertise

Required profile

• 0-1 years of experience in a call centre, help desk or IT desk-side support environment
• University bachelor's degree
• Desirable: ITIL Foundation course
• Strong written and spoken English
• Customer-oriented, accountable, agile and results-driven, able to work in a team
• High aptitude for learning, assertive communication and growth mindset