IT Technical Support
AstraZeneca

Job Info

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Introduction to Role:

Are you ready to provide technology assistance to impact patients and ultimately save lives? As an IT Technical Support representative at AstraZeneca, you will be responsible for the end user experience and delivery of end user IT services. This role will perform the day-to-day front of house onsite IT activities so that Customer Experience, Service Excellence & Design and Site IT Technical Team objectives are met. You will be accountable for ensuring the 'effective delivery' of Corporate IT ETS (Enterprise Technology Services) services to our global customers through the Global 'AskIT' service desk and the effective delivery of deskside support services.

Accountabilities:

Your general responsibilities will include working as part of the customer-facing team acting as the main connection between the customer and the various processes, tools, and groups of IT. You will act as the main contact for our customers as the "face of IT", promoting a welcoming and engaging service/environment to make sure we deliver an excellent customer contact experience. You will analyze the customer's needs using analytical skills to develop appropriate and innovative solutions as the need arises.

Essential Requirements:

- High School Diploma
- Minimum 3+ years of relevant experience
- The desire to achieve and maintain the highest level of customer experience at all times. With the appetite to drive continuous improvement
- Outstanding interpersonal skills, adapting language used to establish and influence excellent customer relations
- Ability to work in a customer focused support role running a customer drop-in desk in addition to performing floor walking to extend support right to the customer's workspace
- Ability to resolve or prioritize technical issues with OS or Hardware, and to effectively communicate in English
- Shown knowledge and expertise within a Microsoft Windows environment (ideally within an enterprise domain business model) including familiarity with Active Directory, software deployment technologies, Group Policy Objects and remote-control methods
- The ability to support Windows 10 operating system and Lenovo desktop and laptop hardware
- The ability to perform activities such as checking settings, installing or reinstalling software, restoring factory defaults or updating security patches as necessary to resolve or prevent incidents and problems
- Tried knowledge and expertise in supporting Microsoft Office applications especially Office 2016 and MS Office 365
- Experience in the use of cloud-based storage solutions such as MS OneDrive and Box.
- Shown knowledge and expertise in supporting Apple Mac OS and iOS software desirable
- Experience in setting up and deploying mobile devices is desirable
- Prior customer facing tech bar or IT Training experience, such as assisting customers with new applications
- Knowledge of client antivirus software within an enterprise environment
- Aware of the importance of asset management and their role in updating asset inventory details
- Ability to train users in the use of standard laptop and mobile devices
- Knowledge and experience of ServiceNow or other ITSM toolset
- An ability to work effectively in a matrix organization structure is meaningful

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our outstanding and ambitious world.

Why AstraZeneca?

Join us at a crucial stage of our journey in becoming a digital and data-led enterprise. Make the impossible possible by building partnerships and ecosystems, creating new ways of working and driving scale and speed to deliver exponential growth. Focused and committed, and backed with the investment to succeed, we're driving cross-company change to disrupt the entire industry. Ours is a place to innovate, take ownership and run with it. You're trusted to explore and to find new solutions, experimenting with groundbreaking technology and grappling with challenges in a modern technology environment that might never have been solved before.

Ready to make a difference? Apply now!

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

AstraZeneca requires all US employees to be fully vaccinated for COVID-19 but will consider requests for reasonable accommodations as required by applicable law.

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