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Technical Service Agent

2 weeks ago

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

We are seeking a Technical Service Agent to join our team at F. Hoffmann-La Roche AG. As a key member of our organization, you will be responsible for providing technical support to our customers via multiple channels.

About the Role

This role involves troubleshooting, prioritizing issues, managing access rights, and coordinating the End-to-End Ticket Lifecycle. You will also be responsible for escalating incidents/service requests to level 2 support if necessary.

You will:

  • Provide first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications & specific business applications.
  • Support Standard and Non-Standard Hardware & infrastructure, including laptops, desktops, tablets, mobile devices, monitors, & printers.
  • Manage the lifecycle of tickets, including opening and closing service requests and incidents, and escalating incidents/service requests to level 2 support if necessary.
Requirements

To be successful in this role, you will need:

  • 0-1 years of broad-ranging experience in a call center, help desk, or IT desk-side support environment.
  • A University Bachelor's degree.
  • Strong communication skills in English (written and spoken) are essential. Additional languages are necessary for Mandarin Chinese (supporting China, Taiwan, Hong Kong).