The Position
Job Summary:
- Overall responsible for all IT user service operation, ensuring services are delivered to agreed service levels and returning to the agreed service operation after an incident/change as quickly as possible.
- 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.
About the Role:
This role requires a strong understanding of ITIL Incident Management process in an IT service delivery environment, with good knowledge of Windows 7, Windows server 2003, Windows server 2008, Backup system, networking LAN and WAN, installation, troubleshooting and maintenance.
Responsibilities:
- Manage the company's hardware and software assets, including lifecycle management, license management, preventive maintenance agreements and 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.
- Build strong partnerships with Roche regional, global and external teams.
Requirements:
- 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.
- Demonstrated strong communication abilities and customer focused orientation.
- High level of English proficiency (reading, writing, speaking and listening)
Salary: $60,000 - $80,000 per annum
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