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Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

IT（PM・SE） - 社内SE（アプリケーション）
IT（PM・SE） - ヘルプデスク（保守・運用）
IT（PM・SE） - テクニカルサポート・フィールドサポート

Summary of Position:

Overall responsible for all IT user service operations
Acts as Single Point of Contact for end users providing customer-focused support of incidents and requests escalated from regional level 1 service desk, including hardware, software, infrastructure and Roche Business application
Ensures services are delivered to agreed service level and returned to the agreed service operation after an incident/change as quickly as possible
Ensures IT support is provided to eligible executives aligning with practices of APAC sites
Leads user service operations for the site and improving the service quality
Champion user service processes and also adhere to the PiOM and any processes, framework defined by Informatics
Responsible for managing the applications by contributing to initiatives, projects, enhancement as PM, BA or SME and supporting the day-to-day operation of applications
Lead innovation that impacts the business and patients with business mindset and technology expertise

Role Specific Accountabilities:

Acts as Single Point of Contact for end users, providing customer focused support of incidents and requests that have been escalated from regional level 1 service desk, including:

support for End User Computer OS and Off-the-shelf software (e.g. Window OS, MS Office, Google Office Suite)
support for key Roche Business application (e.g. CRM system, SAP, Touchpoint)
support for local Roche Business application (e.g. eForm, RoamBI)
support for key services (e.g. RANGE)
support for hardware (e.g. laptops, desktops, iPhone, iPad, Printers, MFP and faxes)
support for Roche Infrastructure (e.g. LAN, WAN, PABX, Server and Remote connectivity), including routinary checks
User account adds, changes & deletes
Hardware & software adds, changes & deletes

Ensures services are delivered to agreed service levels in a transparent, reliable and flexible process with a strong customer service orientation, via:

Proactive Service Desk Ticket Monitoring
Service Desk Ticket & Mailbox Management
KPIs are consistently met

Ensures the return to the agreed service operation after an incident/change as quickly as possible.

Ensures IT support is provided either by phone or in person to all eligible executives for incidents related to Desktop Computing, Video Conference & Collaboration tools, Off-Site Meeting, Home IT Support and Handheld Devices, according to Global Executive Support service levels.

Acts as local champion for Adoption Services (e.g. global systems or service rollouts)

Regularly offers and conducts end-user training for IT-related systems, hardware and services.

Manage the company’s hardware and software assets, including:

Lifecycle management
License management
Preventive maintenance agreements
HW and SW Inventory management

Manage the IT vendor list, including accreditation and preferred vendors list

Responsible for managing the applications by contributing to initiatives, projects, enhancement as PM, BA or SME and supporting the day-to-day operation of applications

Perform business analysis and contribute to the design and development of enhancement or new solutions of informatics solutions
Perform all tasks related to the day-to-day operations for applications following operating practices
Support global/regional project rollout acting as the subject matter expert, provide PM or BA service if required
Build strong partnerships with Roche regional, global and external teams.
Acts as local Google suite champion and promote Google service such as Google+ within organization

■休日：完全週休二日制, 土, 日, 祝日

Knowledge and Experience:

2-7 years of successful experience in customer service position
1-3 years experience in application support with proven ability to support customers with diverse requirements
Good knowledge of the ITIL Incident Management process in an IT service delivery environment
Demonstrated strong communication abilities and customer focused orientation
High level of English proficiency (reading, writing, speaking and listening
Experience in application management and projects
Windows 7, Windows server 2003, Windows server 2008, Backup system, networking LAN and WAN, installation, troubleshooting and maintenance
You will act as a digital enabler for our business colleagues & functions
You act as the owner of the digital employee experience for the respective site
You drive employee productivity through consultancy, provide intimacy and site proximity at the sites, and ensure a personalized Roche employee experience
You leverage available data (e.g.: Nexthink, SNOW) for proactive support
You support and manage the Incident/ Request management processes to ensure SLA's are met and drive continuous improvement through trend analysis
You manage IT hardware lifecycle management & deskside support processes/managed services for the site
You provide support & guidance for onsite services (e.g. events and meetings) by leveraging from internal and external providers. Drive the user experience and promote best practice.
You drive and enable standard workplace infrastructure, global/local projects and deployments in collaboration with product teams.
You proactively address and follow through on process-improvement ideas
You support & drive budgeting process related to the respective site
You support local audit, inspection and certification requirements
You support local Business Continuity and IT Disaster Recovery planning activities
You partner with our internal and external service providers

■職種未経験者：不可