Employee Experience Operations IT Specialist (Mandarin Speaker)

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

• Supports Incidents concerning: Standard Software (e.g. Windows 11, Apple OS, Adobe Products, etc.) and Non-Standard Software, Applications; Provides such as Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications & specific business applications, supports Standard and Non-Standard Hardware & infrastructure (e.g. laptops, desktops, tablets, mobile devices, monitors & printers) and hardware Service Requests

• Provides first-level assistance for requesting hardware locally

• Supports Software & Other Service Requests

  • Provides first-level assistance for requesting software locally

  • Advises end users on software packages that best fit their needs (free versions vs premium versions etc.)

• Handles IT Incidents & Requests Received via Multiple Communication Channels (e.g. phone, email, chat, self- service portal). This includes troubleshooting, prioritizing issues, managing access rights etc.

• Coordinates and manages the End-to-End Ticket Lifecycle:

  • Opens & closes service requests & incidents in the ticketing tool

  • Manages the classification, assignment, tracking, & completion of requests, informing end users where applicable.

• Escalates Incidents/Requests

  • Dispatches incidents/service requests to level 2 support

  • Escalates incidents/service requests to level 2 support if IT SDO cannot solve the problem

• Contributes to Building Knowledge by writing & reviewing articles, posting messages in communities, etc in cooperation with Adoption Services, creates & maintains end user instructions, documents for end users

• Ensures that excellent end-user experience is achieved through the combination of soft skills and customer-centric mindset

• Invests in Self-Learning

  • Keeps up-to-date with new services

  • Invests in technical expertise for specific areas according to the business need (e.g. the Google suite, document management tools, conferencing tools, etc.)

• Guides End Users on Self-Service by encouraging end users to be more autonomous, by guiding them to solutions, sharing guides & showing Service Portal capabilities, etc. Instructs end users on how to best use Roche tools & services

Who you are

• We are seeking an individual with 0-1 years of broad-ranging experience in a call center-, help desk- or IT desk-side support –environment

• You bring the following qualifications: University Bachelor’s degree

• Desirable: ITIL Foundation Course

• You bring the following skills and competencies; Customer oriented mindset, highly accountable, agile, and results oriented, ability to work in and contribute to a highly team-oriented environment. Must have a high aptitude for learning, assertive communication and growth mindset

• Strong communication skills in Chinese and English (written and spoken) are essential.

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.