End User Service Leader
Merck KGaA
TaiwanTaipei - all

Job Title : End User Services Team Lead

Job Location : Taipei, Taiwan

Job Responsibilities :

Act as team leader for IT EUS Taiwan Support team responsible for support and mentoring junior staff. This includes but not limited to the escalation management from the end users to the EUS Support Team.

Act as 2nd and 3rd level onsite support for incident management and service request management for all end users in Taiwan sites.

Provide "white glove and executive services" support and training to executives.

Work as part of the local IT team supporting all onboarding, offboarding and transfer requests.

Provide support for any integration activities.

Work with Global teams to resolve complicated and advanced IT related issues.

Support all services relating to Lifecycle management, Asset Management, License Management and User Access management for end user’s software and hardware.

Provide a positive and supportive experience for the customer at all times. Seek support from colleagues in difficult situations.

Maintain a core level of knowledge regarding service offerings for all IT units (including training offerings and resources when available).

Requirements :

  • Engage in Innovation activities such as process improvements, pilots, PoCs, etc.
  • Coordinate uninterrupted IT support and communicate ongoing strategy and execution with executives.
  • Handle needed inquiries, escalations and establish partnerships with key customers for issues relating to Infrastructure and EUS.
  • 8+ years’ experience supporting laptops, desktops, Microsoft Office applications (Outlook, Lync, Skype for Business, Word, PowerPoint, Excel)
  • Experience supporting mobile devices (iPhones, iPads), including working with MDM solutions such as Airwatch, Intune, Mobile Iron, etc.
  • Microsoft Certifications (MCP, MCSE, MCSA) and experience with Microsoft SCCM a plus.
  • Must be able to lift at least 12 kg and be able to sit or stand for extended periods
  • Bachelor’s degree (4-year college degree) is desired
  • ITIL Certification a plus
  • 8+ years IT experience in a customer-facing role
  • May require to travel to all sites in Taiwan
  • Experience in Life Sciences / Healthcare industry / Performance Materials preferred
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