IT Workspace Service Specialist

在罗氏，我们鼓励每位同事展现真实的自己；我们欣赏独特且出众的品质。罗氏的文化鼓励积极的表达、开放的对话和真诚的连结，在这里，你将因为做自己而被重视、接纳和尊重，并得到个人的提升和职业的发展。所有的这一切，都是为了更好地预防、阻止和治愈疾病，并确保医疗资源的可及性和可持续性。欢迎加入罗氏，一个重视每种声音的地方。

职位

What you’ll be working on:

Operations:

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.

Collaboration:

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.

Lead and support Business Continuity activities.

Partnering 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.

Communication:

Develop and execute proper communication strategies of the IT services and projects.

Proactive in coordinating with IT Areas for communications to be sent to the end users

Build up a communication pathway across the squad product teams, ensure the messages coming from the squad and product teams are consistent across all communication channels and reviews the communications prior sending them to the business colleagues.

Adoption:

Create a great IT experience to make the business most efficient in using our latest Collaboration Suite ecosystem in line with our agile principles.

Ensures onboarding Roche new hire’s readiness so that they gain the most possible value out of the Roche IT Products.

Policies and procedures:

Follows defined working processes and standards in the execution of daily duties.

Ensures compliance to Global standards at a Local level.

Constantly evaluates actual needs and reflects them in the forecast events.

This challenging role requires the following qualifications & experience:

Must have BA or BS degree in Computer Science, Engineering or related discipline or recognition of prior working experience which is equivalent.

3 to 5 years’ experience in providing onsite and/or remote technical support to end users in PC and Mac environments with experience across multiple domains.

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.

Understanding of Roche-supported operating systems, devices and applications, including the Google Suite of Applications, MS Office, etc. would be an advantage.

Knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet).

Must have a good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms.

Experience with the Service Now ticketing system and troubleshooting hardware /software /mobile devices.

Excellent working knowledge of the ITIL Incident Management processes in an IT service delivery environment.

我们是谁

打造更健康的未来是促使我们创新的动力。全球超过100,000名员工共同致力于推进科学，确保今天和明天的人们，都能获得高质量的医疗资源。我们的努力帮助了2600多万人使用我们的药物进行治疗，我们的诊断产品运行超过300亿次检测。罗氏通过赋能探索新的可能、激发创造力并保持高标准以提供突破传统的医疗解决方案，对全球的医疗环境带去推动和影响。

让我们一起，构建更健康的未来。

罗氏提供平等的职业发展机会。