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.
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 qualification & 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.
