Help Desk Professional

2 days ago

Petaling Jaya, Selangor, Malaysia F. Hoffmann-La Roche AG Full time

The Help Desk Professional role at F. Hoffmann-La Roche AG offers a unique opportunity to make a difference in the lives of our customers. As a key member of our IT department, you will be responsible for providing first-level support for incidents and requests for End Users on Windows, Google, and Apple environments.

Your primary focus will be on resolving software and hardware issues, as well as assisting with the installation and configuration of various software applications. You will also be required to represent the End Users' needs and escalate situations as necessary.

In addition, you will work closely with other teams to ensure seamless communication and collaboration. If you have a strong passion for technology and excellent problem-solving skills, we encourage you to apply for this exciting opportunity.

Key Responsibilities:

  • Providing technical support via multiple channels, including telephone, email, chat, and self-service portal
  • Resolving software and hardware issues, as well as assisting with software package installation and configuration
  • Representing End Users' needs and escalating situations as necessary
  • Collaborating with other teams to ensure seamless communication and collaboration

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

  • University education in IT or a related discipline
  • Fluency in English and Mandarin
  • Fresh graduates or 3-4 years of experience in a call center, help desk, or IT desk-side support environment
  • Preferably, an ITIL v4 Foundation Course certificate or similar
  • Experience with Apple and Microsoft operating systems and devices, Google Suite, Microsoft Office products, SAP, SharePoint, corporate wired/wireless networks, video conferencing systems, and at least one ticket tool (e.g., HP Service Manager, ServiceNow)

About Roche

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.

The Roche Services & Solutions as well as People Support Solutions organizations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources), and beyond to our Roche colleagues across the APAC region. Today, Roche employs around 1,100 employees in Malaysia.

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