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部署・役職名 | IT Specialist -User Support |
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職種 | |
業種 | |
勤務地 | |
仕事内容 |
Role Specific Accountabilities: Acts as Single Point of Contact for end users, providing customer focused support of incidents and requests that have been escalated from regional level 1 service desk, including support for End User Computer OS and Off-the-shelf software (e.g. Window OS, MS Office, Google Office Suite) support for key Roche Business application (e.g. CRM system, SAP, Touchpoint) support for local Roche Business application (e.g. eForm, RoamBI) support for key services (e.g. RANGE) support for hardware (e.g. laptops, desktops, iPhone, iPad, Printers, MFP and faxes) support for Roche Infrastructure (e.g. LAN, WAN, PABX, Server and Remote connectivity), including routinary checks User account adds, changes & deletes Hardware & software adds, changes & deletes Ensures services are delivered to agreed service levels in a transparent, reliable and flexible process with a strong customer service orientation, via: Proactive Service Desk Ticket Monitoring Service Desk Ticket & Mailbox Management KPIs are consistently met Ensures the return to the agreed service operation after an incident/change as quickly as possible. Ensures IT support is provided either by phone or in person to all eligible executives for incidents related to Desktop Computing, Video Conference & Collaboration tools, Off-Site Meeting, Home IT Support and Handheld Devices, according to Global Executive Support service levels. Acts as local champion for Adoption Services (e.g. global systems or service rollouts) Regularly offers and conducts end-user training for IT-related systems, hardware and services. Manage the company’s hardware and software assets, including: Lifecycle management License management Preventive maintenance agreements HW and SW Inventory management Manage the IT vendor list, including accreditation and preferred vendors list Responsible for managing the applications by contributing to initiatives, projects, enhancement as PM, BA or SME and supporting the day-to-day operation of applications Perform business analysis and contribute to the design and development of enhancement or new solutions of informatics solutions Perform all tasks related to the day-to-day operations for applications following operating practices Support global/regional project rollout acting as the subject matter expert, provide PM or BA service if required. Build strong partnerships with Roche regional, global and external teams. Acts as local Google suite champion and promote Google service such as Google+ within organization. |
応募資格 |
【必須(MUST)】 Knowledge and Experience:2-7 years of successful experience in customer service position 1-3 years experience in application support with proven ability to support customers with diverse requirements Good knowledge of the ITIL Incident Management process in an IT service delivery environment Demonstrated strong communication abilities and customer focused orientation. High level of English proficiency (reading, writing, speaking and listening Experience in application management and projects Windows 7, Windows server 2003, Windows server 2008, Backup system, networking LAN and WAN, installation, troubleshooting and maintenance 【歓迎(WANT)】 Knowledge and Experience:2-7 years of successful experience in customer service position 1-3 years experience in application support with proven ability to support customers with diverse requirements Good knowledge of the ITIL Incident Management process in an IT service delivery environment Demonstrated strong communication abilities and customer focused orientation. High level of English proficiency (reading, writing, speaking and listening Experience in application management and projects Windows 7, Windows server 2003, Windows server 2008, Backup system, networking LAN and WAN, installation, troubleshooting and maintenance You will act as a digital enabler for our business colleagues & functions You act as the owner of the digital employee experience for the respective site You drive employee productivity through consultancy, provide intimacy and site proximity at the sites, and ensure a personalized Roche employee experience. You leverage available data (e.g.: Nexthink, SNOW) for proactive support You support and manage the Incident/ Request management processes to ensure SLA's are met and drive continuous improvement through trend analysis. You manage IT hardware lifecycle management & deskside support processes/managed services for the site You provide support & guidance for onsite services (e.g. events and meetings) by leveraging from internal and external providers. Drive the user experience and promote best practice. You drive and enable standard workplace infrastructure, global/local projects and deployments in collaboration with product teams. You proactively address and follow through on process-improvement ideas You support & drive budgeting process related to the respective site You support local audit, inspection and certification requirements You support local Business Continuity and IT Disaster Recovery planning activities You partner with our internal and external service providers |
アピールポイント | 自社サービス・製品あり 外資系企業 女性管理職実績あり 上場企業 従業員数1000人以上 シェアトップクラス 2年連続売り上げ10%以上UP 創立30年以上 年間休日120日以上 産休・育休取得実績あり 教育・研修制度充実 |
受動喫煙対策 | 屋内禁煙 |
更新日 | 2024/03/19 |
求人番号 | 3386361 |
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