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