The Position
Summary
The End User, Workplace & Site Experience Specialist provides Deskside
support to all end users; providing resolution to end users or escalation to
3rd level support. You will be working as part of an agile team with whom you
need to be focused on creating great employee experiences in the way our
colleagues interact everyday with innovative technology and digital services
in our workplace. You will lead and support Business Continuity activities,
and partner with key business stakeholders, analysing business requirements
and choosing solutions to our challenges, deploying solutions and contributing
to the marketing and change management campaigns to ensure high adoption of
these new solutions.
Your Responsiblites
* Monitors and keeps the service level agreed with the business, for Onsite support (Incidents and Requests fulfilments, according to ITIL best practices).
* Reaches top ratings on customer satisfaction for End-User Services, Ensures that end users and Local management are satisfied with IT support and services received
* Supports the timely implementation of Global/Regional IT initiatives at the site
* Management experience with a proven track record of running high performing environments, and professional experience in the area of operational IT services in multiple fields of technical experience.
* Provide support & guidance for onsite services (e.g. events and meetings). Drive the user experience and promote best practice.
* Interfaces with and supports the IT Areas with infrastructure strategy and activities
* Provides Local, Regional and Global support for IT projects
* Ensures the timely implementation of Global/Regional/Local initiatives and IT projects.
* Proposes opportunities to optimise our service delivery using Global guidelines as a reference.
* Supporting incident and request management and measuring performance against agreed SLA's.
* Managing service providers and vendors that we use to deliver services, including contract management and service reviews.
* Lead and deliver global/local network infrastructure, telephony, workplace, client hardware and employee experience projects and deployments, including the measuring of success and adoption of these solutions.
* Managing and maintaining the hardware inventory end to end process.
Who You Are
* You have BA or BS degree in Computer Science, Engineering or related discipline or recognition of prior working experience which is equivalent. Having a SCRUM Master certification is considered a plus.
* You built 3 to 5 years of experience in providing onsite and/or remote technical support to end users in PC and Mac environments with experience across multiple domains.
* You have a proven track record of running high performing environments, and professional experience in the area of operational IT services in multiple fields of technical experience.
* You have knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet).
* You have a good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms.
* You built experience with the Service Now ticketing system and troubleshooting hardware /software /mobile devices.
* You built excellent working knowledge of the ITIL Incident Management processes in an IT service delivery environment.
* You are highly accountable, persistent, resourceful, driven, and are able to work proactively.
* You have outstanding customer service and interpersonal skills and have the ability to work in a team environment or independently.
* You are results-oriented and are able to think out of the box to resolve a variety of technical problems of moderate scope and complexity.
* You are able to influence decisions, communicate clearly with technical and non-technical audiences, both verbally and written.
* You are well organized, able to multitask, and able to prioritize tasks among many competing requests.
* You can Lead and contribute to operational and infrastructure projects across sites by working with Roche colleagues and external suppliers and vendors.
* You are flexible to work outside of normal working hours and prepared to undertake occasional international travel when needed.
Who we are
At Roche, more than 100,000 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.