As a Service Desk Junior Agent 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
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 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
Act upon feedback from quality reviews to impact direct support resolution more effectively.
As the ideal candidate for this role, you have a H.S. Diploma or equivalent or Associate’s Degree. A minimum of 1 year experience working in a customer support environment, call center, help desk or desk-
side support environment will be a plus
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.
Ability to work in and contribute to a highly team-oriented environment.
Strong decision making and problem solving skills.
Ability and willingness to work any shift in a 24 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.
The desired start date would be as soon as possible.
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