Employee Experience Senior IT Specialist

hace 10 horas

San José, San José, Costa Rica Roche A tiempo completo

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come.

Creating a world where we all have more time with the people we love.

That's what makes us Roche. 

The Opportunity

As a First Level Support Specialist, your mission is to deliver a seamless customer experience across multiple channels. You will manage the end-to-end lifecycle of service requests and incidents—spanning IT, procurement, and travel services—while driving departmental KPIs and overall customer satisfaction.

Responsibilities

  • Ticket Management: Handle the classification, assignment, tracking, and completion of incidents and service requests received through various communication channels.

  • Technical Support: Provide 1st level troubleshooting for a wide range of services including IT, travel and expense, and procurement for internal and external customers.

  • Knowledge Management: Contribute to the creation and maintenance of knowledge articles and guide customers toward self-service solutions and portal capabilities.

  • Process Improvement: Participate in projects, support customer escalations, and contribute to innovation and the resolution of complex technical issues.

  • Mentorship: Assist in the professional development of the team by acting as a coach or mentor for non-senior specialists.

Who You Are

  • Educational Background: High School Diploma is required.

  • English Level Required: Fluent in English (85% or higher) with excellent written and oral communication skills.

  • Experience Required: A minimum of 4 years of professional experience, specifically including:

  • At least 3 years in an IT support environment (Service Desk, Desk-side, or Technical Support).

  • At least 1 year in a Customer Service role.

  • Desired Requirements: * An Associate's IT Degree (or 3 years of experience if a degree is held).

  • Advanced troubleshooting and technical problem-solving skills.

 

 

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.


Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.

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