As a Dia Sales Application Agent SME you will be based in San José, Costa Rica. You will be working at Roche Services Americas, which is one of the Roche Shared Services Centers worldwide providing IT, Finance, Procurement services to various countries in the Americas region.
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 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).
Expert in the knowledge and implementation of a service, technology and / or application in the SSC Organization.
Works with the service owner and ensures training of information across SSC.
Responsibilities can include writing knowledge articles, teaching others, partnering with governance roles and managers to ensure the SSC provides effective support.
The DIA Services SME is an expert in remote troubleshooting of applications, home networking, devices and field tools. There is immediate recognition and application of the course of action to take based on the client's profile, request or issue.
The individual is knowledgeable about the specific desktop and mobile device applications, their request process, functionality, usage, enrollment and troubleshooting.
Point of contact in the Service Desk for remote and field service specific questions.
Your main task will include :
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 cannot 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 , as well as act upon feedback from quality reviews to impact direct support resolution more effectively.
Learn all necessary technical details of a specific solution (new upcoming solution or a critical one that requires attention) important for the operations and where this role is assigned, mainly for the following : Salesforce, Rexis, Chris Portal, Fax (EasyLink), Showpad, RDC Meeting, among others.
As the ideal candidate for this role, you have a minimum of 5 years’ experience working in a customer support environment, call center, help desk or desk-
side support environment required.
1 Year of experience supporting applications on an in IT Service Desk or Deskside support
Proven experience managing roles of SME or technical expert is a must
Your further qualifications are :
Outstanding customer service, interpersonal skills and sense of urgency
Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured environment
Must be highly accountable and results oriented; persistence, resourcefulness, drive and ability to work proactively
Ability to work in and contribute to a highly team-oriented environment
Advanced ability with office productivity tools (Microsoft Office Suite, Google Apps)
Ability to explore new ways of sharing knowledge (e.g. images, videos)
Excellent technical skills for analyzing and troubleshooting problems in a complex customer environment
Excellent follow-through skills and ability to prioritize tasks among many
Good understanding and strong demonstration of the English language
Work is performed under limited directions. Establishes own work priorities and timelines
Excellent skills Installing and supporting Windows OS including command line (CLI), powershell & client support tools
Proven experience configuring and troubleshooting from BIOS
Experience installing, configuring and resolving problems related to printer, including but no limited to the different ports and interfaces, network printers, scanners and MFD
Experience and strong knowledge on security fundamentals, able to apply the concepts for information security, able to follow the company policies to protect the confidentiality, integrity and availability of the information
Experience configuring installing and troubleshooting software using SCCM images and packages
Proven knowledge supporting and configuring home networks, configuring network preferences, sharing and diagnostics
remote troubleshooting of applications, windows tablets, devices and field tools.
Proven experience supporting tools associated to remote users
Certificates, Licenses and Registrations :
MCP / Comptia A+, IT essentials, knowledge requiere, certification is a plus
MCITP, MCSE, Comptia Sec+ trainings require, certification is a plus
Knowledge on Remote Support tools
Cloud computing and application certification desired
Active Directory, software deployment and testing experience is a must
Ability to communicate clearly with technical and non-technical audiences, both verbally and written.
The desired start date would be as soon as possible.
Roche is an equal opportunity employer.
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IT Service & Operations
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.