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
focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.