Essential Responsibilities : To perform this job successfully, an individual must be able to learn or perform these essential duties and responsibilities : 1st Level Support - Standard Responsible for IT incidents and requests received via multiple channels (e.
g.telephone, email, chat, self service portal, ticketing application or other.) Understand and adhere to Incident Management and Problem Management processes and policies.
Ensure that resolutions are consistent with global standards and processes and do not introduce additional conflicts. Provides first level support for incidents for Roche approved software (SW), aligned with global and regional practices (e.g.
Windows 7, Apple OS, Adobe Products or other). Provides first level support for incidents for Roche applications related to the Google Suite, Microsoft Office, SAP, Document Management tools (e.g.
touchpoint, Sharepoint, Coremap), Conferencing tools (e.g.
Webex), MAC Applications, and others. Provides first level support for Roche approved standard, and exception, hardware (e.g.
laptops, desktops, tablets, mobile phones / devices, monitors and printers), and assistance for hardware (HW) requests per knowledge articles by location / site of end user.
Provide assistance for SW requests and follows the appropriate process per knowledge article. Manages ticket lifecycle.
Open and close service requests and incidents in the ticketing tool, as well as manage the classification, assignment, tracking, and completion of requests.
Ensure end user is properly informed about progress and manages end user expectations. Escalates incidents / service tickets that can not be resolved at first level to level 2 subject matter experts per knowledge article’s assigned service owner.
Instructs end users on how to best use Roche tools and services as part of ongoing support during end user interactions.
Responsible to build technical expertise, and keep up to date to assist end users in the best possible solutions for timely issue resolution.
Drive overall customer satisfaction through individual and departmental KPIs and process alignment Act upon feedback from quality reviews to impact direct support resolution more effectively.
1st Level Support - Business Application Provides first level support for incidents associated with Roche business applications.
Responsible for troubleshooting, triaging of issues, managing access rights, creation of User ID's, and navigation, and other elements as required.
Service Monitoring Communicate all relevant system / application based outage to relevant end-user and / or IT Function and / or stakeholder following agreed process with impacted site / location Dispatch tickets - monitor unassigned tickets coming from any channel and assign them quickly to the right specialist Make follow-up and track progress of ticket lifecycle, including long term tickets Ensure emails are translated into tickets in timely manner Escalate unacceptable situations that put the healthiness of the operations under risk.
Roche is an equal opportunity employer. Information Technology, Information Technology >
IT Infrastructure and End-User Services