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.

End-User Experience: This focus is on enhancing user satisfaction by improving the usability, accessibility, and pleasure provided in the interaction between the user and the IT environment.

Provide daily technical support to employees for desktop software, hardware, and network infrastructure, ensuring a seamless user experience.

Assist users through various lifecycle activities, including onboarding, moves, transfers, and terminations, ensuring smooth transitions.

Communicate effectively with end-users to provide status updates, inform them, educate them, and assist with IT services, fostering a responsive support environment. Communicate technical information clearly and effectively to both technical and non-technical employees.

Install, configure, and troubleshoot desktop systems, workstations, laptops, and network issues.

Develop and deliver training modules to educate end-users on basic and specialized applications, promoting the efficient use of technological resources.
 

Hardware and Asset Lifecycle: Collaborates in the procurement, maintenance, and disposal of IT hardware assets, ensuring they are up-to-date, functional, and meet organizational needs throughout their lifecycle.

Configure, deploy, and reclaim IT hardware for employees in diverse technological environments, ensuring devices are ready for use.

Maintained imaging room hardware and kept computer images current, following global standards and protocols.

Support hardware refresh cycles by scheduling and executing upgrades or replacements to maintain device efficiency.

Assist in maintaining IT equipment inventory, ensuring accurate records and timely updates. Take care of assets and keep the storage room organized.

Oversee receipt, organization, and deployment of new equipment, as well as the processing and recycling of reclaimed hardware.

Ensure compliance with local and global asset management policies, maintaining audit readiness.

Support telecommunications needs, including incident resolution with vendors, analysis of issues with mobility devices, and service invoices.
 

Infrastructure Operations: Collaborates on daily IT infrastructure operations, ensuring systems are maintained and operate efficiently to support organizational activities.

Execute routine maintenance tasks to ensure the stability and operational continuity of the IT infrastructure.

Assist in site-wide IT infrastructure projects or special assignments related to network, audiovisual, telecom, and other Site IT services, supporting successful delivery.

Support during planned downtime activities to ensure IT infrastructure reliability and minimize disruptions.

Support local infrastructure vendors during scheduled visits, ensuring compliance with standards and resolving issues in a timely manner.

IT Service Management: Adheres to and practices IT service management by aligning IT services with organizational needs and business objectives, focusing on continuous improvement.

Collaborate with key stakeholders (IT Business partner, Service desk, System Admin, Engineering teams, external vendor, among others) to deliver the defined level of service and implement improvements to it.

Contribute to creating and maintaining knowledge base articles to support IT processes and user education. Ensure the knowledge base is up-to-date and effective in assisting end-users and IT staff.

Follow IT industry best practices for incident management, request fulfillment, and other  ITIL-aligned support processes.

Manage incoming support interactions through the ticketing system, walk-ups, prioritizing issues to meet Service Level Agreements (SLAs) and the organization's key performance indicator (KPI)

Events and Audiovisual: This position supports organizational events by managing and operating audiovisual equipment, ensuring the seamless execution of presentations and events.

Assist with company events, ensuring event producers have the necessary connectivity and access to local systems.

Perform room inspections to verify system integrity and stability for end-user usage.

Ensure that audiovisual (AV) equipment is fully functional for meetings and events, and provide hands-on troubleshooting when necessary.

Ensure proper screens and monitor operation throughout the site, following team standards.

Support conference room and video conferencing (VC) systems, collaborating with Meeting Services to ensure quality.
 

Continuous improvement and business process:

Identify areas for process improvement, proposing and implementing solutions to enhance efficiency in collaboration with the process or service owner.

Ensure compliance with quality standards through accurate and up-to-date documentation of processes.

Follow internal policies and industry best practices to maintain password security, licensing, data integrity, and systems security.

Support continuous improvement activities to ensure high levels of quality, optimized processes, and internal education programs.

Drive the continuous improvement of IT services and site administration to align with organizational goals.

Support key business activities including internal audits, certifications, and inventory management. Collaborate with vendors and assist visitors to ensure compliance and operational efficiency.

Education, Competencies, and Skills:
 

Education & Experience

Technical degree in electronics, computer science, or a related field.

Minimum of 5 years’ experience in a service desk role supporting diverse hardware, software, mobile devices, and tablets.

Nice to have: Experience in ITSM, Process design, Metrics, and reporting.

Core Competencies

Customer Focus: Strong listening, empathy, and ability to explain technical issues clearly to non-technical users.

Technical Expertise: Skilled in real-time support, root cause analysis, and issue resolution in an enterprise setting.

Team Collaboration: Works well with others to solve complex problems and shares knowledge openly.

Key Skills

Adaptability: Comfortable in fast-paced environments with shifting priorities.

Quick Learner: Able to rapidly understand and apply new technologies and procedures.

Accountability: Results-driven, proactive, and persistent in solving issues.

Organization: Manages multiple tasks efficiently and prioritizes effectively.

Language: Fluent in English for clear internal and external communication.

Recommended Technical Knowledge

Operating Systems: Windows and macOS—installation, setup, troubleshooting.

Networking: Familiar with TCP/IP, VPN, DHCP, DNS, and wireless technologies.

Hardware: Experience with desktops, laptops, servers, printers, and repairs.

Software: Proficient in Microsoft Office, Google Workspace, and enterprise tools.

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.