IT Workplace Services Professional

The position is part of the IT End User Services Department and serves as reinforcement for the local onsite IT support team of a Pharmaceutical Client. The IT End User Services team deals directly with customer inquiries and problems relating to Windows, Apple Mac and iOS devices. The position is basically between 1st and 2nd level support. The focus is on 2nd level support and not 1st level.The perfect candidate:The perfect candidate exhibits a Lean-Agile Mindset and working knowledge of the ITIL v3 processes in an IT service delivery. Additionally we are looking for someone who speaks fluent English and has experience with ticketing systems and troubleshooting hardware, software and mobile devices.General Information:* Start date: asap* latest Start Date: 1.12.2024* Planned duration: 12 months* Extension (in case of limitation): possible* Workplace: Rotkreuz* Workload: 100%* Remote/Home Office: onsite work required* Travel: no* Team: 16-20* Department: Site Experience & Digital Workplace Chapter - End User, Workplace & Site Experience -Tasks & Responsibilities:* Acting as a digital enabler for our business colleagues & functions* You drive employee productivity through consultancy, provide intimacy and site proximityat the sites, and ensure a personalized Roche employee experience.* You leverage available data (e.g.: Nexthink, SNOW) for proactive support* You support and manage the Incident/ Request management processes to ensureService Level Agreements are met and drive continuous improvement through trendanalysis.* You manage IT hardware lifecycle management & deskside support processes/managedservices for the site* You provide support & guidance for onsite services (e.g. events and meetings) byleveraging from internal and external providers. Drive the user experience and promotebest practices* You drive and enable standard workplace infrastructure, global/local projects, anddeployments in collaboration with product teams.* You proactively address and follow through on process-improvement ideas* You support local audit, inspection and certification requirements* You support local Business Continuity and IT Disaster Recovery planning activitiesMust Haves:* Excellent working knowledge of the ITIL v3 processes in an IT service delivery (*****)* Experience with ticketing systems and troubleshooting hardware, software and mobile devices (*****)* Enterprise mindset that can break down silos. Focus on delivery through collaboration, and bringingpeople together to work towards the same purpose across organizational boundaries (*****)* Exhibits intellectual curiosity and integrity and has a strong passion for innovation* Understanding of the company supported operating systems, devices and applications, including theGoogle Suite of Applications, MS Office, etc.* Solid written and oral communication skills in English, German is a plus (*****)