IT Technical Support (m/f/d)

Are you passionate about providing outstanding IT support and ready to make a meaningful impact in the healthcare industry? Look no further! There’s never been a better time to join our Technology team at AstraZeneca, as we bring our digital strategy to life and transform into a data-led enterprise.

In this role you are 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. Accountable for ensuring the effective delivery of Corporate IT ETS (Enterprise Technology Services) services to our global customers through the Global AskIT service (an enhanced end user support service on key sites Tech/Genius Bar) and the effective delivery of deskside support services.

This means delivering various tasks such as incident and/or demand management, AskIT (including customer service and manning a drop-in desk), act as hand & eyes for the central teams, process adherence, service improvements and satisfaction measures, Asset management and stock inventory of any IT equipment on site to support Joiners, Movers and Leavers processes. Additionally, any other key processes that contribute to the overall customer experience of our IT services.

General Responsibilities/Accountabilities:

• This is a specialist role provided via an AskIT desk on key sites where customers can walk up to resolve problems, get training, try new devices, or borrow peripherals. The AskIT desk must be welcoming to the customer so that it is the “go to” place for IT Services.
• 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.
• Act as the primary 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.
• Analyze the customer’s needs utilising analytical skills to develop appropriate and innovative solutions as required.
• Triage technical queries and identify if the issue can be resolved quickly at the AskIT desk within an appropriate time frame.
• Liaise with other IT Teams, as necessary in order to resolve faults, keeping the customer fully updated of next steps.
• Ensure all customer interactions are recorded as tickets within ServiceNow.
• Make sure escalations are dealt with, managed and minimised whilst remaining calm in situations of conflict.
• Ensure that the AskIT asset inventory is maintained and managed. Borrowed (BorrowIT) items must be tracked and recorded.
• Ensure the trial (TryIT) devices are secured, logged on, charged, and available during business hours for customers to use.
• Process any returned (ReturnIT) IT equipment in accordance with Asset Management obligations.
• Ensure the AskIT service is ran in accordance to the global SOP.
• Support the local onboarding and offboarding IT processes to assist with driving a successful IT experience.
• Wearing the AskIT branded uniform professionally represent the AskIT brand and the OneIT experience.

Specific Knowledge/Skills:

• Degree level education within IT or equivalent experience.
• The desire to achieve and maintain the highest level of customer experience at all times, with the appetite to drive continuous improvement.
• The ability to support Windows 11 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.
• Proven knowledge and expertise in supporting Microsoft Office applications especially Office 2016 and MS Office 365, knowledge of antivirus software.
• Proven knowledge and expertise in supporting Apple Mac OS and iOS software desirable.
• Prior customer facing tech bar or IT Training experience, such as assisting customers with new applications, experience in setting up and deploying mobile devices is desirable.
• 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 essential.