At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

To provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).

This job is responsible for providing first level support and consultancy services for users (via phone, chat, email, Service Portal). The scope includes incident and request management for end users using a variety of software and standard applications. The range of support includes issues

and assistance in software package installation and configuration on various types of hardware (e.g. laptops, desktops, tablets, smart devices, printers, network infrastructure, etc.) and applications.

You will be :

Main tasks include, but are not limited to:

IT Service Desk 1st Level Support:

Supports Standard Software (e.g. Windows 11, Apple OS, Adobe Products, etc.) and Non- Standard Software (Country specific local app). Supports Applications:- Provides first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications & specific business applications
Supports Standard and Non-Standard Hardware & infrastructure (e.g. laptops, desktops, tablets, mobile devices, monitors & printers). Provides first-level assistance for requesting hardware locally
Supports Software & Other Service Requests:- Provides first-level assistance for requesting software locally. Advises end users on software packages that best fit their needs (free versions vs premium versions etc.)
Handles IT Incidents & Requests Received via Multiple Communication Channels (e.g. phone, email, chat, self- service portal). This includes troubleshooting, prioritizing issues, managing access rights etc
Coordinates the End-to-End Ticket Lifecycle
Manages the lifecycle of tickets: Opens & closes service requests & incidents in the ticketing tool Manages the classification, assignment, tracking, & completion of requests, informing end users where applicable.Escalates Incidents/Requests : Dispatches incidents/service requests to level 2 support. Escalates incidents/service requests to level 2 support if IT SDO cannot solve the problem

Who you are :

Candidates possess Diploma, University Degree in IT or above. Candidates possess 1-3 years experience in IT Service Desk Support/BPO contact center environment
Candidate with ITIL Foundation Course will be an added advantages
Proficiency in English and Mandarin and also proficiency in one of the following specific languages - Vietnamese or Indonesian or Thai - is required
Good communication skills are essential, as the role involves supporting our counterparts in the respective countries

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.

Employee Experience IT Specialist (Mandarin + Vietnamese or Indonesian Speakers)