Summary : 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.
Drives overall end-user satisfaction through individual and departmental Key Performance Indicators (KPIs).
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.
REQUIRED QUALIFICATIONS / EDUCATION and / or EXPERIENCE :
Knowledge, Skills, and Abilities
Outstanding customer service and interpersonal skills.
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 have a high aptitude for learning.
Must be highly accountable and results oriented with a strong persistence, resourcefulness, drive and ability to work proactively.
Strong decision making and problem solving skills.
Ability and willingness to work any shift in a 9 hour by 365 day shared service center environment, with the option of extended hours or modified schedule to support planned activities or emergency situations.
Excellent technical skills for analyzing and troubleshooting problems in a complex customer environment, including excellent follow through skills.
Ability to communicate clearly with technical and non-technical audiences, both verbally and written.
Excellent organizational skills and ability to prioritize tasks among many
Good understanding and strong demonstration of the English language.
Education and Experience :
H.S. Diploma. Desirable experience working in a customer support environment, call center, help desk or desk-side support environment.
CERTIFICATES, LICENSES and REGISTRATIONS : (Desirable)
MCITP / MCSA / MCTS , ITIL Foundations III certification, preferred
Roche is an equal opportunity employer.
Vocational & Development Programs, Vocational & Development Programs >
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.
Location Costa Rica, San Rafael de Escazu (Pharma) Function Vocational & Development Programs Subfunction Internship Schedule Full time Job level Job type Apprentices Division Roche Pharmaceuticals Posted since 2018 / 09 / 12 Posted until 2018 / 09 / 19 Job-ID 201809-120624