Job Description

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\xe2\x80\x99s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.The PositionYou will be:Coaching and Real-Time Support: Provide ongoing coaching and real-time assistance to Level 1 support representatives to enhance their problem-solving skills and improve first-contact resolution rates.Incident Resolution Follow-Up: Monitor and follow up on incident resolutions to ensure compliance with Service Level Agreements (SLAs).Knowledge Management: Create and maintain up-to-date knowledge articles for Level 1 issues to ensure quick and accurate resolutions.Collaboration & Relationship Management:Ticket Trends and Analysis: Analyze ticket trends and work in partnership with Level 1 and Level 2 teams to develop strategies that improve user experience and reduce incident occurrences. This includes creating and maintaining dashboards.Product Team & ARTs Collaboration: Facilitate and lead in-depth sessions focused on recurring issues and integrating insights from the Operational Excellence Room. Emphasize collaboration between the product team and ARTs team to address these issues and implement lessons learned. The ultimate goal is to achieve service stability, thereby eliminating the need for these sessions.Voice of the Customer: Act as the customer advocate by providing feedback and insights to IT product teams to enhance product usability and service delivery. Service Review Data Gathering: Collect specific Martech data for service review meetings with affiliates and integrate it with data from other IT products for comprehensive reporting.Other Roles:Usability Training and Adoption Services: Provide comprehensive training on product usability and new releases to the support teams, ensure users and support teams are well-equipped to utilize IT products effectively. Develop and deliver user-friendly training materials, conduct regular follow-up sessions, and maintain an up-to-date knowledge base. Work closely with development teams to align training with product updates and continuously gather feedback to improve training programs. Planned Service Disruption Communication: Manage and communicate planned service disruptions to minimize impact on users.Measurement:Reduction of Average Handling Time: Implement strategies and provide support to reduce the average time taken to handle incidents. Reduction of Ticket Dispatch: Work towards minimizing the number of tickets being escalated from Level 1 to higher levels by empowering Level 1 with the necessary knowledge and tools. Continuous Improvement in Team Level Talent Management: Foster a culture of continuous improvement and professional development within the support team, enhancing overall team performance and talent management. Additional Roles/Opportunities - Auxiliary responsibilities relevant for this Job Additional roles: with alignment and approval of Team Leader.Once an additional role/activity is taken, the requirements and scope will be provided by the project/focus area/team lead (active participation is expected and reviewed).Employees are responsible for performing their duties in line with the SHE (Safety, Security, Health and Environmental Protection) Guidelines and the applicable law. It is required to complete the mandatory training courses and follow procedures and instructions accordingly.Who you areYou are an experienced and knowledgeable IT specialist with a strong background in technical support and customer service. Your expertise spans various technical areas, and you possess excellent troubleshooting skills and a proven track record of coaching and mentoring team members. You are adept at using the Google suite, Microsoft Office products, and video conferencing systems. You excel in collaboration with stakeholders and resolver teams, ensuring high user satisfaction and seamless IT service delivery.You Bring the Following Skills and Competencies:Customer-Oriented Mindset: You prioritize user satisfaction and strive to provide exceptional service.Accountability and Agility: You take ownership of your work, adapt quickly to changes, and focus on achieving results.Team Collaboration: You thrive in and contribute to a highly team-oriented environment, working well with others to achieve common goals.Learning Aptitude: You have a strong ability to learn new concepts and technologies quickly. Conceptual Skills: You have a deep understanding of your specialist areas, enabling you to approach problems conceptually.Technical and Analytical Skills: You possess strong technical and analytical abilities, allowing you to solve complex and unknown issues effectively. Additional Advantage: Knowledge of IQVIA and Salesforce products is a plusExperience: You have 3-5 years of broad-ranging experience in call center, help desk, or IT desk-side support environments.Education: Preferably, you hold a university bachelor\'s degree. Certifications: ITIL Foundation Course certification is preferred. Coaching Experience: You have a minimum of 1 year of coaching experience. Technical Knowledge: You have extensive technical knowledge in site-specific areas and excellent troubleshooting skills. You also have the ability to lead and coordinate a group effectively.Software Proficiency: You have an advanced level of knowledge in the Google suite, Microsoft Office products, and video conferencing systems. Communication Skills: You possess strong communication skills in English (both written and spoken). Additional language skills may be required based on the region.This role is ideal for a dynamic and proactive individual who is passionate about providing exceptional IT support and continuously improving the user experience.Who we areAt Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.Roche is an Equal Opportunity Employer.

Roche