IT End User, Workplace & Site Experience- Help Desk (Outsourced)

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

IT End user Workplace & Site Experience Specialist (Help Desk) is primarily responsible for assisting users with hardware, software, and network-related problems, ensuring minimal downtime and maximum productivity. In this role, you will serve as the first point of contact for users experiencing technical difficulties. If you are passionate about technology and dedicated to providing exceptional technical support to  organization's end users, please join our dynamic team where 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.

Important Note

This role will be based at Roche premises in Giza Governorate, Egypt

Your Impact:

• Monitors and keeps the service level agreed with the business, for Onsite support (Incidents and Requests fulfilments, according to ITIL best practices).
• Reaches top ratings on customer satisfaction for End-User Services, Ensures that end users and Local management are satisfied with IT support and services received
• Supports the timely implementation of Global/Regional IT  initiatives at the site
• Management experience with a proven track record of running high performing environments, and professional experience in the area of operational IT services in multiple fields of technical experience.
• Provide support & guidance for onsite services (e.g. events and meetings). Drive the user experience and promote best practice.
• Interfaces with and supports the IT Areas with infrastructure strategy and activities
• Proposes opportunities to optimize our service delivery using Global guidelines as a reference.
• Managing service providers and vendors that we use to deliver services, including contract management and service reviews.
• Lead and deliver global/local network infrastructure, telephony, workplace, client hardware and employee experience projects and deployments, including the measuring of success and adoption of these solutions.
• Managing and maintaining the hardware inventory end to end process. 
• Ensures compliance to Global standards at a Local level.
• Create a great IT experience to make the business most efficient in using our latest Collaboration Suite ecosystem in line with our agile principles.
• Ensures onboarding Roche new hire’s readiness so that they gain the most possible value out of the Roche IT Products.

Who you are

• You hold a BSc degree in Computer Science, Engineering or related discipline or recognition of prior working experience which is equivalent & SCRUM Master Certification is preferred.
• You have a maximum of 5 years’ experience in providing onsite and/or remote technical support to end users in PC and Mac environments with experience across multiple domains.
• You have experience with a proven track record of running high performing environments, and professional experience in the area of operational IT services in multiple fields of technical experience.
• You understanding of Roche-supported operating systems, devices and applications, including the Google Suite of Applications, MS Office, etc. would be an advantage.
• You should have knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet).
• You must have a good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms.
• You must have good experience with the Service Now ticketing system and troubleshooting hardware /software /mobile devices.
• You have excellent working knowledge of the ITIL Incident Management processes in an IT service delivery environment.
• You have advanced interpersonal, relationship building, communication and presentation skills
• You are able to work autonomously, solve problems and take decision
• You are focused, organized, and have good planning skills to plan your visits
• You fluently speak and write in English

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.