User Services Specialist

About the Role

Roche is seeking an Onsite User Services Specialist to join our team in Riyadh. This full-time role focuses on delivering exceptional end-user IT experiences by managing second-level onsite support services within complex PC and Mac environments. The specialist will ensure that teams are equipped with modern technology to support patient-focused outcomes.

Role Overview

As an IT Onsite Support Specialist, you will lead operational service delivery, ensuring adherence to ITIL best practices. This position involves partnering with key stakeholders to deploy digital workplace solutions and maintaining high standards of IT support. The ideal candidate will be an agile, outcome-oriented IT professional with a customer-centric mindset and strong technical curiosity, capable of translating technical solutions into clear, non-technical language.

Key Responsibilities

• Manage Onsite IT Operations: Oversee second-level incident resolution and request fulfillment in line with ITIL standards, maintaining target SLAs and delivering customer satisfaction.
• Enhance Digital User Experience: Support site events, meetings, and workplace technologies, including collaboration suites, web conferencing, and AV equipment, to promote technology adoption.
• Lead Local & Regional IT Deployments: Deliver local and regional workplace, network infrastructure, client hardware, and employee experience projects, tracking adoption and success metrics.
• Manage Vendors & Service Delivery: Oversee third-party vendors and service providers, conducting regular service reviews and managing contracts to ensure high-quality service delivery.
• Drive Strategic Communication & Adoption: Execute clear communication strategies for IT services and projects, coordinating user onboarding to ensure new hires maximize value from IT tools.
• Foster Business Continuity & Compliance: Partner with business stakeholders to support Business Continuity activities while ensuring all operations comply with global IT standards.

Candidate Profile

We are looking for an IT professional with 3-5 years of experience in a relevant field. The successful candidate will thrive in collaborative, fast-paced environments and possess a strong ability to communicate technical information effectively to diverse stakeholders.

Work Environment

This is a full-time position based in Riyadh. At Roche, the culture encourages personal expression, open dialogue, and genuine connections, valuing diverse perspectives and fostering an environment of belonging.

About Roche

Roche is committed to preventing, stopping, and curing diseases, ensuring access to healthcare for current and future generations. The company values individual contributions and fosters an environment where employees can thrive both personally and professionally.