Help Desk Engineer

Job Description

We are Roche;

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.
Creating a world where we all have more time with the people we love.

That’s what makes us Roche.

Summary:

The main focus of the IT end-user, workplace, and site experience specialist is to monitor and keep the service level agreed upon with the business, for onsite support. The IT end-user, workplace, and site experience specialist reports to the section lead, site experience, and digital workplace.

You will be responsible for:

• Monitoring and keeping the service level agreed with the business, for Onsite support (Incidents and Requests fulfilments, according to ITIL best practices).
• Assisting in the installation, configuration, and maintenance of informatics software and systems.
• Providing technical support to end-users experiencing issues with informatics applications, including troubleshooting and resolution.
• Assisting in the development and documentation of standard operating procedures for informatics systems and processes.
• Facilitating the adoption of IT solutions.
• Involving collaboration within agile teams.
• Asset Inventory Management: Keeping a detailed inventory of all IT assets owned by the organization, including hardware, software, licenses, and subscriptions.

Compliance:

You are expected to adhere through your conduct to all applicable laws and regulations as well as to the high integrity standards as set forth by Roche.

Who You Are:

• 3 to 5 years of experience in providing onsite and/or remote technical support to end users in PC and Mac environments with experience across multiple.
• Understanding and supporting operating systems, devices, and applications, including the Google Suite of Applications, MS Office, etc. would be an advantage.
• Knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet).
• Good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms.
• Excellent working knowledge of the ITIL Incident Management processes in an IT service delivery environment.
• Experience with the Service Now ticketing system and troubleshooting hardware software/mobile devices.
• Proficiency in English (both written and verbal) is required.
• For male candidates, an end-of-service card is mandatory.