BRSコンサルタント
Yang Xu
Inhouse IT
求人番号:Job-00266347
掲載日:2024-04-22
IT Specialist -User Support
世界トップクラスのヘルスケアカンパニー
600 - 1000 万円
東京
IT
ビジネス/システムアナリスト
募集要項
- 会社概要
- 同社は診断薬・診断機器に特化したヘルスケア業界屈指のバイオテック企業です。がん、心血管疾患、感染症を含む多岐にわたる疾患に対し、高品質かつ正確な診断製品を提供しております。
- 業務内容
-
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
- 応募条件
-
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
- 給与
- 600 - 1000 万円
- 勤務地
- 東京