{"id":419931,"url":"https://alion.io/job/roche-employee-experience-operations-it-specialist-rdt-workforce-enablement","title":"Employee Experience IT Specialist (Mandarin + Vietnamese or Indonesian Speakers)","company":{"id":13531,"name":"Roche","domain":"roche.com","url":"https://alion.io/company/roche","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":86,"open_postings":219,"ghost_share":0.041,"stale_share":0.603,"repost_share":0.1,"time_to_fill_p50_days":19,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Petaling Jaya, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-21T00:00:00Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-30T23:42:48Z","board_verified":true,"closed_at":null,"days_open":70,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":69},"description":"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.\nThe Position\nTo provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).\nThis job is responsible for providing first level support and consultancy services for users (via phone, chat, email, Service Portal). The scope includes incident and request management for end users using a variety of software and standard applications. The range of support includes issues\nand assistance in software package installation and configuration on various types of hardware (e.g. laptops, desktops, tablets, smart devices, printers, network infrastructure, etc.) and applications.\nYou will be :\nMain tasks include, but are not limited to:\nIT Service Desk 1st Level Support:\nSupports Standard Software (e.g. Windows 11, Apple OS, Adobe Products, etc.) and Non- Standard Software (Country specific local app). Supports Applications:- Provides first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications & specific business applications \nSupports Standard and Non-Standard Hardware & infrastructure (e.g. laptops, desktops, tablets, mobile devices, monitors & printers). Provides first-level assistance for requesting hardware locally\nSupports Software & Other Service Requests:- Provides first-level assistance for requesting software locally. Advises end users on software packages that best fit their needs (free versions vs premium versions etc.)\nHandles IT Incidents & Requests Received via Multiple Communication Channels (e.g. phone, email, chat, self- service portal). This includes troubleshooting, prioritizing issues, managing access rights etc.\nCoordinates the End-to-End Ticket Lifecycle\nManages the lifecycle of tickets: Opens & closes service requests & incidents in the ticketing tool Manages the classification, assignment, tracking, & completion of requests, informing end users where applicable.Escalates Incidents/Requests : Dispatches incidents/service requests to level 2 support. Escalates incidents/service requests to level 2 support if IT SDO cannot solve the problem Who you are :\nCandidates possess Diploma, University Degree in IT or above. Candidates possess 1-3 years’ experience in IT Service Desk Support/BPO contact center environment\nCandidate with ITIL Foundation Course will be an added advantages\nProficiency in English and Mandarin and also proficiency in one of the following specific languages - Vietnamese or Indonesian or Thai - is required.\nGood communication skills are essential, as the role involves supporting our counterparts in the respective countries.\nWho we are\nA 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.\nLet’s build a healthier future, together.\nRoche is an Equal Opportunity Employer.","description_format":"text","description_chars":3975,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Vietnamese","level":"All levels","optional":false},{"language":"Thai","level":"All levels","optional":false},{"language":"Indonesian","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Prescription Drugs","Diagnostic Tests & IVD","Biologics & Biosimilars","Oncology Therapeutics"],"lifecycle":[{"event":"open","at":"2026-09-06T03:49:23Z"},{"event":"close","at":"2026-09-07T14:35:36Z"},{"event":"reopen","at":"2026-10-09T06:48:12Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.171,"p_room":0.28,"age_days":70,"expected_fill_days":19,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/roche-employee-experience-operations-it-specialist-rdt-workforce-enablement","json_url":"https://alion.io/job/roche-employee-experience-operations-it-specialist-rdt-workforce-enablement.json","meta":{"generated_at":"2026-10-30T23:49:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15369,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13531},"rest":"https://alion.io/mcp/rest/get_company?id=13531"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Froche-employee-experience-operations-it-specialist-rdt-workforce-enablement"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Froche-employee-experience-operations-it-specialist-rdt-workforce-enablement"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Froche-employee-experience-operations-it-specialist-rdt-workforce-enablement"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/roche-employee-experience-operations-it-specialist-rdt-workforce-enablement\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Froche-employee-experience-operations-it-specialist-rdt-workforce-enablement"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":419931}},{"tool":"search_jobs","arguments":{"company":"roche.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":419931},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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