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.)
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 Aplications, and others.
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.
Drive overall customer satisfaction through individual and departmental KPIs and process alignment and keep up to date to assist end users in the best possible solutions for timely issue resolution.
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