Employee Experience Operations IT Specialist (Mandarin and Vietnamese language Support)

Overview

Employee Experience Operations IT Specialist (Mandarin and Vietnamese language Support) at Roche. This role focuses on providing a seamless and positive experience for customers who contact us via multiple channels. Responsibilities include opening and closing service requests and incidents, managing classification, assignment, tracking and completion of requests, and driving customer satisfaction through individual and departmental KPIs.

Responsibilities

• 1st Level Support : Supports Standard Software (e.g., Windows 11, macOS, Adobe products) and Non-Standard Software, supports applications; provides first-level support for incidents concerning global applications (e.g., Google Suite, Microsoft Office, document management tools, conferencing tools, macOS applications, and specific business applications).
• Supports Standard and Non-Standard Hardware & infrastructure (e.g., laptops, desktops, tablets, mobile devices, monitors & printers); supports hardware service requests.
• Provides first-level assistance for requesting hardware / software locally; advises end users on software packages that fit their needs (free vs premium); handles IT incidents & requests via multiple channels (phone, email, chat, self-service portal); includes troubleshooting, prioritizing issues, managing access rights, etc.
• Coordinates the End-to-End Ticket Lifecycle : Opens / closes service requests and incidents; classification, assignment, tracking, completion; informs end users; escalates to 2nd line when needed.
• Knowledge Management : Contributes to building knowledge; writes / reviews articles; creates end-user instructions in cooperation with Adoption Services; maintains end-user documentation.
• Outputs & Deliverables : Ensures excellent end-user experience through soft skills and customer-centric mindset; commits to self-learning; stays up-to-date with new services; develops technical expertise relevant to the business; guides end users on self-service; promotes Roche tools and services; educates users on optimal use of Roche tools and service portal capabilities.
• Additional Roles / Opportunities : auxiliary responsibilities aligned with team lead; responsibilities to follow SHE guidelines and mandatory trainings.

Who you are

About Roche

A healthier future drives us to innovate. More than 100,000 employees worldwide are dedicated to advancing science, ensuring healthcare access today and for generations to come. Our work has impacted millions, and we empower each other to explore possibilities and deliver life-changing healthcare solutions with global impact.

Roche is an Equal Opportunity Employer.

Details

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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