IT User Services Professional

Job description

·  Job facts

PURPOSE OF THE JOB

I) Purpose, Profile & Description

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The “Customer-Facing Support” role is responsible for end user local support through incident management & request fulfilment, onsite support, & the delivery of IT equipment.

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The role acts as the primary local interface for all end user requests & incidents, ensuring these get recorded, & handled, in line with established service level agreements.

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The role also provides onsite support for IT workplace, server, voice & network IT equipment (directly or engaging the related service providers), & contributes information to the in-house knowledge database.

II) High-Level Role Accountabilities

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providing incident & service request management

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for delivering onsite support

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for providing Informatics services

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for delivering & supporting local IT equipment

KEY TASKS OF THE JOB (MAIN ACCOUNTABILITIES)

The role is accountable for:

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for providing incident & service request management

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for delivering onsite support (1st & 2nd level onsite support)

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for providing Informatics services

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for delivering & supporting local IT equipment

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Participation in our Welcome Zone Service

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Progressing of Incident and Request Management Tickets according process

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Progressing Asset Management Updates according process

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Implementation and coordination of hardware, software, client related network component installations

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Creating and maintaining of knowledge articles, operational manuals, user guides and checklists.

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Follow-up on hardware, software, network problems and initiation of the corrective actions and escalation procedures.

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Performing short training- / consultancy sessions for up to 20 end users.

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Contribution in continuous Improvement processes

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Participation in status meetings

Additional Accountabilities will come as part of one or more of our Subject Matter Expert / Governance Roles, such as:

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Meeting Experience

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Document strategy and achiving

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Individual & Team Productivity

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Apps & Devices

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Business Application Support for Site Service, Group Functions PT or PD/pRED

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Incident & Knowledge Management

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Automation & Emerging technologies

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Data & Analytics in User Service

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Support Readiness

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Quality & Service Monitoring

The assignment will be done after Training phase based on Interest, Skills & Business need

REQUIREMENTS AND COMPETENCIES

Requirements:

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Qualifications (Grades / Languages)
- ​Completed apprenticeship in computer science or relevant Bachelor's degree
-Certificate in ITIL (Information Technology Infrastructure Library) recommended.
-Languages: Fluent in English and German

Job experience (Required / Desired):

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Customer mindset. Put the customer in the center of your activities. Consistently strive for an outstanding customer experience by holding yourself and your colleagues accountable for your attitudes, as well as the level of internal and external customer service.

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Represent IT. Think you are IT. In any meeting or interaction with users your contribution is important in order to reach the defined outcomes. Know and understand the IT organization and processes, and in case of doubt ask your manager.

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Teamwork. Provide/Ask for feedback and help to/from your peers and manager. Improve cross functional work and relationship with the rest of the IT teams, including support, information sharing, trust and effectively manage conflict.

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Innovate. Promote innovation as a source of competitive advantage and actively help to develop innovation culture within the whole organization.

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Development. Drive your own development Plan. Actively search for opportunities to learn and keep ahead of business needs and technology trends.

Competencies

Professional competencies / Technical competencies

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Works in a professional manner at all times and maintains a consistent image of the Global service, through open communication, reliability and high availability, and promotes the values and benefits of the Service Desk organization.

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Be accountable and adhere to the grounds rules of the ITUSBK organization like: Respect ITUSBK common timetable, be on time, follow telephone system rules, work as a team player across all areas, etc.

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Ensures services are delivered according agreed service levels in a transparent, reliable and flexible process with a strong customer service focus.

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Maintains communication links with the end user, keeping them apprised of call status where First Call Resolution is not possible.

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Contributes knowledge to the Knowledge DB.

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Participates in the Walk­in of Basel User Service area or in any other Walk­in event.

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Participates in Q&A Sessions or similar event when agreed about his allocation.

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Educates and explains product features and benefits as well as technical specifications to a non­technical oriented audience.

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Contributes to the communication initiatives.

Roche is an equal opportunity employer.
Information Technology, Information Technology > IT Infrastructure and End-User Services

·  Who we are

At Roche, 98,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an equal opportunity employer.