IT Service Desk Analyst

As “IT Service Desk Analyst” you are responsible for providing first level support for incidents and requests for End Users on Windows, Google and Apple environments using a variety of Software and Business Applications. The range of support includes issues and assistance in Software package installation and configuration on a variety of type of Hardware (e.g. laptops, desktops, tablets, smart devices, printers, network infrastructure, etc.) up to application business support.  Roche is a highly innovative company and the IT provides well advanced Technology platforms. You retain considerable IT knowledge and will be invited to actively share his knowledge in different ways. Your key responsibilities will be:

• Providing first level support for software and hardware incidents and service requests for Apple, Windows and Google environments via multiple channels (e.g. by telephone, email, chat, self-service portal, ticketing application, etc.)
• Learning and sharing knowledge in different forms, from contributing with articles in the  Knowledge Database up to delivering trainings or facilitating forums
• Giving your best to represent the End Users’ needs and issues, escalate situations as required
• Keeping them informed on the status of their request and guiding for their best satisfaction and productivity
• Working at least 20% on the morning or night shift for follow the sun model

Roche is an equal opportunity employer.