Americas SSC - Senior French Service Desk Agent
Roche
San Rafael,Costa Rica,
hace 4 días
  • Job facts
  • Provides first-level technical resolution via multiple channels (eg Phone, Chat, Email) to provide support to

    end users. Support includes multiple enterprise applications (e.g. Google suite, MS Office suite, SAP, Internet

    browsers), and business / department-specific specialized applications (e.g. Rexis, Salesforce, Aurora, Cisco Contact

    Center). Troubleshoots multiple platforms to include Windows, Macintosh, smartphones and tablet devices. Identifies

    and resolves hardware and software application conflicts. Follows global process for incident escalation to second level

    work groups. Opens and closes service requests and incidents, as well as manages the classification, assignment,

    tracking and completion of requests.

    Acts as a Subject Matter Expert (SME) for at least one of the following to include applications, software, hardware or

    other and ensures technical expertise of SME area is learned in depth as main point of contact for SSC.

    Acts as mentor to Service Desk Agent roles, as appointed by direct and / or operational manager.

    Responsible for maintaining and continuously improving the quality system and achieving quality objectives through

    daily actions. Drives overall end-user satisfaction through individual and departmental Key Performance Indicators

    KPIs).

  • Who we are At Roche, 94,000 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.

    Roche is an equal opportunity employer.

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