IT Specialist -User Support

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Job details

Company overview

Our client is a prominent biotech company that specializes in the development of innovative solutions for disease diagnosis. They provide a range of products for various diseases such as cancer, cardiovascular, and infectious diseases.

Responsibilities

Main responsibilities:

• 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
• 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 Business application (e.g. CRM system, SAP, Touchpoint)
• support for local 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 business 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

Requirements

Minimum requirements:

• 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 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

Salary

6 - 10 million yen

Location

Tokyo