About Roche
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. As one of the world’s leading research-focused healthcare groups, our success is built on innovation, curiosity, and diversity. Roche is committed to advancing science to improve people’s lives and is recognized globally for its pioneering role in biotechnology and diagnostics.
The Position
As the End User, Workplace & Site Experience Specialist, you will manage the second level of IT Support (Onsite User Services), bringing a wealth of IT knowledge and experience while exhibiting intellectual curiosity and integrity. You will have a strong passion for delivering value-adding technology and a mindset to the business.
Your Responsibilities
- Monitor and ensure agreed service levels for onsite support (incidents and requests), adhering to ITIL best practices.
- Strive for top customer satisfaction ratings by ensuring end users and local management are highly satisfied with IT support services.
- Support the timely implementation of global, regional, and local IT initiatives and projects.
- Collaborate with infrastructure teams to align with strategic activities and optimize service delivery using global guidelines.
- Provide guidance and support for onsite services such as events and meetings.
- Lead and deliver network infrastructure, telephony, workplace, and hardware deployments, ensuring successful adoption and measuring outcomes.
- Manage service providers and vendors, including contract management and service reviews.
- Work as part of an agile team to enhance the employee experience through innovative technology.
- Partner with business stakeholders to analyze requirements, deploy solutions, and lead business continuity activities.
- Contribute to marketing and change management campaigns to ensure high adoption of new solutions.
- Develop and execute communication strategies for IT services and projects, ensuring consistent messaging across all channels.
- Follow defined processes and global standards in daily tasks, ensuring compliance with local and global IT policies.
- Manage the hardware inventory process from end to end, constantly evaluating needs and forecasting future requirements.
Who You Are
- You have a good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment related to PC/Mac platforms.
- You possess excellent knowledge of ITIL Incident Management processes in an IT service delivery environment.
- Familiarity with Roche-supported operating systems, devices, and applications, including the Google Suite and MS Office, is advantageous.
- Strong knowledge of network concepts (e.g., TCP/IP, Windows/Mac Networking, Wireless, Ethernet) is desirable.
- You are highly accountable, results-oriented, persistent, and resourceful, demonstrating a proactive work ethic.
- You have outstanding customer service and interpersonal skills, able to work both in a team environment and independently.
- You can provide resolutions to a variety of technical problems of moderate scope and complexity.
- You possess advanced organizational and multitasking skills, with the ability to prioritize tasks amid competing requests.
- You can communicate clearly with technical and non-technical audiences, both verbally and in writing.
