IT Specialist

5日前

Tokyo Roche Full time

The Position

Summary of Position:

  • Overall responsible for all IT user service operation.
  • Acts as Single Point of Contact for end users providing customer focused support of incidents and requests that have been escalated from regional level 1 service desk, including hardware, software, infrastructure and Roche Business application.
  • Ensures services are delivered to agreed service level and returned to the agreed service operation after an incident/change as quickly as possible.
  • Ensures IT support is provided to eligible executives aligning with practices of APAC sites
  • Leads user service operations for the site and improving the service quality
  • Champion user service processes and also adhere to the PiOM and any processes, framework defined by Informatics
  • Responsible for managing the applications by contributing to initiatives, projects, enhancement as PM, BA or SME and supporting the day-to-day operation of applications
  • Lead innovation that impacts the business and patients with business mindset and technology expertise

    • Role Specific Accountabilities:

    Acts as Single Point of Contact for end users, providing customer focused support of incidents and requests that have been escalated from regional level 1 service desk, including:

  • support for End User Computer OS and Off-the-shelf software Window OS, MS Office, Google Office Suite)
  • support for key Roche Business application CRM system, SAP, Touchpoint)
  • support for local Roche Business application eForm, RoamBI)
  • support for key services RANGE)
  • support for hardware laptops, desktops, iPhone, iPad, Printers, MFP and faxes)
  • support for Roche Infrastructure LAN, WAN, PABX, Server and Remote connectivity), including routinary checks
  • User account adds, changes & deletes
  • Hardware & software adds, changes & deletes

    • Ensures services are delivered to agreed service levels in a transparent, reliable and flexible process with a strong customer service orientation, via:

  • Proactive Service Desk Ticket Monitoring
  • Service Desk Ticket & Mailbox Management
  • KPIs are consistently met

    • Ensures the return to the agreed service operation after an incident/change as quickly as possible.

    Ensures IT support is provided either by phone or in person to all eligible executives for incidents related to Desktop Computing, Video Conference & Collaboration tools, Off-Site Meeting, Home IT Support and Handheld Devices, according to Global Executive Support service levels.

    Acts as local champion for Adoption Services global systems or service rollouts)

    Regularly offers and conducts end-user training for IT-related systems, hardware and services.

    Manage the company's hardware and software assets, including:

  • Lifecycle management
  • License management
  • Preventive maintenance agreements
  • HW and SW Inventory management

    • Manage the IT vendor list, including accreditation and preferred vendors list

    Responsible for managing the applications by contributing to initiatives, projects, enhancement as PM, BA or SME and supporting the day-to-day operation of applications

  • Perform business analysis and contribute to the design and development of enhancement or new solutions of informatics solutions
  • Perform all tasks related to the day-to-day operations for applications following operating practices
  • Support global/regional project rollout acting as the subject matter expert, provide PM or BA service if required.
  • Build strong partnerships with Roche regional, global and external teams.
  • Acts as local Google suite champion and promote Google service such as Google+ within organization.

    • Knowledge and Experience:

  • 2-7 years of successful experience in customer service position
  • 1-3 years experience in application support with proven ability to support customers with diverse requirements
  • Good knowledge of the ITIL Incident Management process in an IT service delivery environment
  • Demonstrated strong communication abilities and customer focused orientation.
  • High level of English proficiency (reading, writing, speaking and listening
  • Experience in application management and projects
  • Windows 7, Windows server 2003, Windows server 2008, Backup system, networking LAN and WAN, installation, troubleshooting and maintenance

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