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Summary
-Acts as Single Point of Contact for end users providing customer focused support of incidents including hardware, software, infrastructure and Roche Business application.
-Acts as Single Point of Contact for Pharma end users providing customer focused support of requests, including user account, hardware and software requests.
-Ensure services are delivered to agreed service level.
-Ensure the return to the agreed service operation after an incident/change as quickly as possible.
-Ensures IT support is provided to all eligible executives for incidents according to Global VIP support service levels
-Ensure IT Business partnering
Main Responsibilities
Key Area 1: IT End User Support
-Helpdesk service ensuring incidents & problems are responded to and actioned accordingly based on SLA's and expectations by collaborating with RSS centre in KL, which is IT first level support.
-Desktop support and 2nd level support to users on all IT software and hardware issues, including Company IPhone, PCs, applications, iPad, Voice/Call centre, Video conference device related issues.
-End user training for Roche hardware/software
-End user business applications support
-Local and occasional offsite meeting and event support.
-Accountable for monitoring and improving user satisfaction
Key Area 2: IT Administration & Support
-IT Asset Management (Inventory management, Status update, Purchasing, Rental & Disposal)
-IT vendor management for hardware purchasing & Rentals
-Coordinating and updating IT operations document and manual
-Desktop patch management in line with global Policy
Key Area 3: IT Operation Management
-IT Infrastructure management incl. LAN, WLAN, IT Hardware
-IT infrastructure related vendor management
-Lead Infrastructure and workplace related projects to meet business demand.
This position will report to Section Lead End User, Workplace and Site Experience APAC
Requirements
- Degree or equivalent in an IT related discipline.
-At least 3 years’ experience in helpdesk service
-Experience managing services in an international environment.
-Problem solver, highly accountable, with a results-oriented mindset.
-Experience of IT Business Partnering
-Good communicator, have organizational and time management skills.
-Can influence decisions within areas of expertise and can present technical solutions or issues to management, project teams and customers in non-technical language.
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