Array ( [edu] => 0 [exp] => 0 [skill] => 0 ) IT User, Workplace and Site Experience Specialist at Roche September, 2022 | MyJobMag
 
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  • Posted: Sep 26, 2022
    Deadline: Not specified
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    Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare - a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world...
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    IT User, Workplace and Site Experience Specialist

    The Position

    Roche in Midrand is seeking an IT User, Workplace and Site Experience Specialist to manage the Second IT Support level (Onsite User Services) of the business. We are seeking a candidate with a wealth of IT knowledge and experience to exhibit intellectual curiosity and integrity. A strong passion to bring value-adding technology and mindset to the business is required.

    If you want to work for a company that makes a difference to people’s lives all over the world, consider Roche! At Roche a job title is not considered the final definition of who you are, but the starting point. You, as the successful candidate, are someone who wants to influence your own development. Choose Roche if you are looking for a company where you have the opportunity to pursue your interests across functions and geographies.

    Key Responsibilities

    Operations

    • Monitor and keep the service level agreed with the business, for Onsite support (Incidents and Requests fulfilments, according to ITIL best practices).
    • Reach top ratings on customer satisfaction for End-User Services, Ensure that end users and Local management are satisfied with IT support and services received.
    • Support the timely implementation of Global & Regional IT  initiatives at the site.
    • Provide support & guidance for onsite services (e.g. events and meetings). Drive the user experience and promote best practice.
    • Interface with and supporting the IT Areas with infrastructure strategy and activities
    • Provide Local, Regional and Global support for IT projects.
    • Ensure the timely implementation of Global, Regional and Local initiatives and IT projects.
    • Propose opportunities to optimise our service delivery using Global guidelines as a reference.
    • Support incident and request management and measure performance against agreed SLA’s.
    • Manage service providers and vendors that we use to deliver services, including contract management and service reviews.
    • Lead and deliver global/local network infrastructure, telephony, client hardware and employee experience projects and deployments, including the measuring of success and adoption of these solutions.

    Collaboration

    • Work 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.
    • Partner 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.

    • Be 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 review 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.
    • Ensure onboarding Roche new hire’s readiness so that they gain the most possible value out of the Roche IT Products.

    Policies and procedures

    • Follow defined working processes and standards in the execution of daily duties.
    • Ensure compliance to Global standards at a Local level.
    • Constantly evaluate actual needs and reflect them in the forecast events.

    You, as an ideal candidate, will have the following skills, experience and education:

    • Experience: -  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, ideally in a multi-national company environment. 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.
    • Qualifications: Degree in Computer Science, Engineering or related discipline or recognition of prior working experience which is equivalent. 
    • Knowledge: 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 ticketing systems and troubleshooting hardware /software /mobile devices. Excellent working knowledge of the ITIL Incident Management processes in an IT  service delivery environment.

    Method of Application

    Interested and qualified? Go to Roche on careers.roche.com to apply

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