IT Workspace Service Specialist

About the role

Roche is seeking an IT Workspace Service Specialist to monitor service levels, support end‑user services and drive the implementation of global and regional IT initiatives at the Taipei site.

Key responsibilities

• Monitor and maintain agreed service levels for onsite support, handling incidents and requests following ITIL best practices.
• Provide local, regional and global support for IT projects, ensuring timely implementation of initiatives.
• Manage service providers and vendors, including contract management and service reviews.
• Lead network, telephony, workplace and client‑hardware projects, measuring success and adoption.
• Maintain end‑to‑end hardware inventory processes.
• Support business continuity activities and collaborate with stakeholders to analyse requirements and deploy solutions.

Required profile

• BA/BS in Computer Science, Engineering or equivalent experience.
• 3–5 years of onsite or remote technical support experience in PC and Mac environments.
• Proven track record of running high‑performing operational IT services.
• Strong customer‑service orientation with high satisfaction ratings.

Required skills

• ITIL Incident Management processes.
• ServiceNow ticketing system.
• Windows and macOS operating systems.
• Network concepts (TCP/IP, Ethernet, Wi‑Fi, Windows/Mac networking).
• Web‑conferencing, mobile technologies and audio‑visual equipment.
• Google Workspace and Microsoft Office applications.
• Hardware and software troubleshooting for PCs, Macs and mobile devices.