IT Operations Specialist

3 days ago


Petaling Jaya, Selangor, Malaysia F. Hoffmann-La Roche Gruppe Full time
About the Role

We are seeking a highly motivated and customer-oriented IT Operations Specialist to join our team in Kuala Lumpur. As an IT Operations Specialist, you will be responsible for providing first-level support for software and hardware incidents and requests, as well as coordinating and managing the end-to-end ticket lifecycle.

Key Responsibilities
  • Provide first-level assistance for requesting hardware locally.

  • Troubleshoot, prioritize and manage access rights for IT Incidents & Requests Received via Multiple Communication Channels (e.g. phone, email, chat, self-service portal).

  • Coordinate and manage the End-to-End Ticket Lifecycle: Opens & closes service requests & incidents in the ticketing tool, manages classification, assignment, tracking, & completion of requests, informing end users where applicable.

  • Evaluate and escalate Incidents/Requests: Dispatches incidents/service requests to level 2 support if unable to resolve the problem, informs end users accordingly.

  • Contribute to Building Knowledge by writing & reviewing articles, posting messages in communities, etc. in cooperation with Adoption Services, creates & maintains end user instructions, documents for end users.

  • Ensures that excellent end-user experience is achieved through the combination of soft skills and customer-centric mindset.



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