IT (HelpDesk) Specialist

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 & Site Experience is to monitor and keep the service level agreed with the business, for Onsite support.
The IT End User, Workplace & Site Experience reports to the Section Lead Site Experience & Digital Workplace - End User Workplace & Site Experience.

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’ 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). 
• Must have a 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.