Onsite User Services Specialist

Role overview

Responsibilities

• Resolve second-level incidents and fulfill requests in line with ITIL standards, service-level targets, and customer satisfaction goals.
• Support site events, meetings, collaboration tools, web conferencing, and AV equipment.
• Deliver local and regional workplace, network, hardware, and employee-experience projects; track adoption and results.
• Manage service providers, conduct vendor reviews, and oversee contracts.
• Communicate about IT services and projects and coordinate user onboarding.
• Support business continuity with stakeholders and comply with global IT standards.

Who you are

• Bachelor’s degree in Computer Science, Engineering, or a related discipline, or equivalent practical IT experience.
• Three to five years of hands-on technical support experience in combined PC and Mac environments; support may be onsite or remote.
• Working knowledge of ITIL Incident Management and experience with ticketing tools such as ServiceNow.
• Understanding of TCP/IP, wireless, Ethernet, AV systems, web conferencing, and modern productivity ecosystems.
• Ability to manage vendors, lead implementation projects, and communicate with technical and non-technical teams.
• Agile/SCRUM experience or certification is a plus.
• Customer-centric and outcome-oriented, with the ability to explain technical solutions clearly.

About Roche