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Roche

IT Workplace Professional

Laval, QC, Canada
Canada DIA Campus, Canada

Job type: Full-time
Posting language: English · French
Posted: Sep 28, 2026

Apply About employer

Applications open in a new tab.

Original job description

English section of this bilingual listing.

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.

The Position

IT Workplace Professional

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

The Opportunity

As an IT Workplace Professional, you will have oversight of IT end user services at Roche Diagnostics affiliate As part of an agile team focusing on creating a great employee IT experience, you will function as a team specialist here. Partnering with key business stakeholders, you will analyze business requirements and propose IT solutions to challenges. You will provide timely communication and ensure end user adoption of the solutions. In addition to that, you will also:

Monitor and keep the service level agreement with the business for onsite IT support (Incidents, Requests fulfilments, etc., according to ITIL best practices).
Achieve top ratings on customer satisfaction for End-User Services and ensure that end-users and local management are satisfied with IT support.
Support and ensure the timely implementation of Global/Regional IT initiatives at the site.
Provide support and guidance for onsite services (e.g. events and meetings) and propose opportunities to optimize our service delivery using Global guidelines as a reference.
Support incident/request management and measure performance against agreed service level agreement (SLA).
Manage service providers and vendors including contract management and service reviews.
Lead and deliver global/local network infrastructure, telephony, workplace, client hardware and employee experience projects and deployments, including the measuring of success and adoption of these solutions.

Who You Are

You hold an Associates degree in Computer Science, Engineering, Information Technology or a related discipline, and a minimum of 5 years of experience providing IT onsite and/or remote technical support to end users in PC and Mac environments with experience across multiple domains.
In this position, you will be servicing customers across Canada, therefore a proficient level of English and French is required.
You demonstrate experience with running high performing environments and professional experience in operational IT services in multiple fields of technical experience.
You demonstrate understanding of operating systems, devices and applications including the Google Suite of Applications, MS Office, etc.
You possess knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet) is preferred.
You must have a good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms.
You demonstrate excellent working knowledge of the ITIL Incident Management processes in an IT service delivery environment.
You have experience with the ServiceNow ticketing system is a plus.

Relocation benefits are not available for this position.

The expected salary range for this position based on the primary location of Laval is 66,040.00 and 86,677.50 of hiring range. Actual pay will be determined based on experience, qualifications, and other job-related factors as determined by the company.

We use artificial intelligence to screen, assess or select applicants for this role.

This posting is for an existing vacancy at Hoffmann-La Roche Ltd.

Who we are

A 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.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.

Read the full bilingual original

The Position

IT Workplace Professional

The Opportunity

Monitor and keep the service level agreement with the business for onsite IT support (Incidents, Requests fulfilments, etc., according to ITIL best practices).
Achieve top ratings on customer satisfaction for End-User Services and ensure that end-users and local management are satisfied with IT support.
Support and ensure the timely implementation of Global/Regional IT initiatives at the site.
Provide support and guidance for onsite services (e.g. events and meetings) and propose opportunities to optimize our service delivery using Global guidelines as a reference.
Support incident/request management and measure performance against agreed service level agreement (SLA).
Manage service providers and vendors including contract management and service reviews.
Lead and deliver global/local network infrastructure, telephony, workplace, client hardware and employee experience projects and deployments, including the measuring of success and adoption of these solutions.

Who You Are

You hold an Associates degree in Computer Science, Engineering, Information Technology or a related discipline, and a minimum of 5 years of experience providing IT onsite and/or remote technical support to end users in PC and Mac environments with experience across multiple domains.
In this position, you will be servicing customers across Canada, therefore a proficient level of English and French is required.
You demonstrate experience with running high performing environments and professional experience in operational IT services in multiple fields of technical experience.
You demonstrate understanding of operating systems, devices and applications including the Google Suite of Applications, MS Office, etc.
You possess knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet) is preferred.
You must have a good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms.
You have experience troubleshooting hardware /software /mobile devices.
You demonstrate excellent working knowledge of the ITIL Incident Management processes in an IT service delivery environment.
You have experience with the ServiceNow ticketing system is a plus.

Relocation benefits are not available for this position.

Un avenir en meilleure santé. C’est ce qui nous pousse à innover. À faire progresser continuellement la science et à veiller à ce que chaque personne ait accès aux soins de santé dont elle a besoin, aujourd’hui et pour les générations à venir. Créer un monde où nous avons tous plus de temps à passer avec ceux que nous aimons. C’est ce qui fait notre identité chez Roche.

L'opportunité

En tant que IT Workplace Professional, vous superviserez les services informatiques destinés aux utilisateurs finaux au sein de la filiale Roche Diagnostics. Au sein d'une équipe agile axée sur la création d'une excellente expérience informatique pour les employés, vous agirez en tant que spécialiste. En partenariat avec les principales parties prenantes de l'entreprise, vous analyserez les besoins d'affaires et proposerez des solutions informatiques adaptées aux défis. Vous assurerez une communication rapide et veillerez à l'adoption des solutions par les utilisateurs finaux. De plus, vous devrez :

Surveiller et respecter l'accord de niveau de service (SLA) conclu avec l'entreprise pour le support informatique sur site (incidents, traitement des demandes, etc., conformément aux meilleures pratiques ITIL).
Obtenir des évaluations maximales en matière de satisfaction client pour les services aux utilisateurs finaux et veiller à ce que ces derniers ainsi que la direction locale soient satisfaits du support informatique.
Soutenir et assurer la mise en œuvre rapide des initiatives informatiques mondiales/régionales sur le site.
Offrir un soutien et des conseils pour les services sur site (ex. : événements et réunions) et proposer des occasions d'optimiser notre prestation de services en utilisant les directives mondiales comme référence.
Prendre en charge la gestion des incidents et des demandes, et mesurer la performance par rapport aux accords de niveau de service (SLA) convenus.
Gérer les prestataires de services et les fournisseurs, y compris la gestion des contrats et les revues de service.
Diriger et déployer des projets d'infrastructure réseau mondiale/locale, de téléphonie, d'environnement de travail, de matériel informatique et d'expérience employé, tout en mesurant le succès et l'adoption de ces solutions.

Qui vous êtes

Vous détenez un diplôme d'études collégiales (DEC / Associate Degree) en informatique, en génie, en technologies de l'information ou dans une discipline connexe, et comptez au moins 5 ans d'expérience dans le soutien technique informatique sur site et/ou à distance aux utilisateurs finaux dans des environnements PC et Mac, avec une expérience couvrant plusieurs domaines.
Dans ce poste, vous allez collaborer avec des clients partout au Canada ; la maîtrise de l'anglais et du français est donc requise.
Vous démontrez une expérience dans la gestion d'environnements à haute performance ainsi qu'une expérience professionnelle dans les services informatiques opérationnels à travers plusieurs champs d'expertise technique.
Vous démontrez une bonne compréhension des systèmes d'exploitation, des appareils et des applications, notamment la suite d'applications Google, MS Office, etc.
Une connaissance des concepts de réseau (ex. : TCP/IP, réseau Windows/Mac, sans fil, Ethernet) est privilégiée.
Vous devez avoir une très bonne compréhension des technologies de web conférence et mobiles, ainsi qu'une compréhension des équipements audiovisuels en lien avec les plateformes PC/Mac.
Vous avez de l'expérience dans le dépannage de matériel, de logiciels et d'appareils mobiles.
Vous démontrez une excellente connaissance pratique des processus de gestion des incidents ITIL dans un environnement de prestation de services informatiques.
Une expérience avec le système de gestion des billets ServiceNow constitue un atout.

Le remboursement des dépenses de déménagement n’est pas offert pour ce poste.

We use artificial intelligence to screen, assess or select applicants for this role.

This posting is for an existing vacancy at Hoffmann-La Roche Ltd.

Who we are

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.

Apply About employer

More about this job

Responsibilities

The IT Workplace Professional will oversee end-user services, manage onsite IT support incidents, and ensure high customer satisfaction. They will also lead infrastructure projects and manage vendor relationships to optimize service delivery.

Requirements

Candidates must hold an associate degree in a related field and possess at least 5 years of experience in onsite technical support for PC and Mac environments. Proficiency in both English and French is required, along with strong knowledge of ITIL processes and network concepts.

Skills

ITIL
Incident Management
Technical Support
Network Infrastructure
ServiceNow
Hardware Troubleshooting
Software Troubleshooting
Audio-visual Equipment
Web Conferencing
Mobile Technologies
Google Suite
MS Office
TCP/IP
Ethernet
Wireless Networking
Vendor Management

Visa sponsorship

Not detected in the job text

Keywords

IT Workplace
Roche Diagnostics
End User Services
ITIL
Incident Management
Service Level Agreement
SLA
Network Infrastructure
Telephony
Client Hardware
Google Suite
MS Office
TCP/IP
Ethernet
Wireless
Web Conferencing
Mobile Technologies
Audio-visual
ServiceNow
Vendor Management
Contract Management
Technical Support
PC
Mac
Operational IT

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