IT Help Desk

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 Helpdesk is to monitor and keep the service level agreed upon with the business, for onsite support. The IT Helpdesk reports to the section lead, site experience, and digital workplace.

You Will Be Responsible For:

• Monitor and keep the service level agreed upon with the business for on-site support (Incidents and request fulfilments, according to ITIL best practices).
• Assist in installing, configuring, and maintaining 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:

• 2 to 3 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.