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IT Technical Support

Posted date Nov. 29, 2024
Contract type Full time
Job ID R-212233
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Why choose AstraZeneca Spain?

AstraZeneca Spain is a rising force in our global business. With headquarters in Madrid and our global hub in Barcelona, we’ve become an important international centre of excellence in the fight against critical disease. Boasting vibrant universities and business schools, the Barcelona ecosystem is a place where scientists can thrive. We attract a diverse workforce from across the globe, shining a beacon for innovation in a country that’s committed to clinical development.

We invite you to bring your talents to Barcelona where our respiratory medicine R&D and Global Marketing centre offers opportunities in R&D, IT, Commercial and HR. Or join us in Madrid and shape our growth in our BUs (Respiratory, Oncology & CVRM ), and a range of Corporate functions. Additionally, you can find sales roles throughout the country. Together, we’re contributing to a world-leading pipeline of therapeutics and delivering life-changing medicines to patients.

Who do we look for?

Calling all tech innovators, ownership takers, challenge seekers and proactive collaborators. At AstraZeneca Spain, breakthroughs born in the lab become transformative medicine for the world's most complex diseases. Alongside technical expertise, colleagues have the resilience, energy and collaborative mindset to change lanes, work with different teams and start projects from scratch.

Here, diverse minds and bold disruptors can meaningfully impact the future of healthcare using cutting-edge technology. Whether you join us in Madrid or Barcelona, you can make a tangible impact within a global biopharmaceutical company that invests in your future. Join a talented global team that's powering AstraZeneca to better serve patients every day.

Success Profile

Ready to make an impact in your career? If you're passionate, growth-orientated and a true team player, we'll help you succeed. Here are some of the skills and capabilities we look for.

Diverse collaborators

This is a speak-up culture that values collaboration. You’ll proactively bring your unique perspectives, experiences and skills to the table and seek the same from others. With our international team composition and the need for fast-paced collaboration, you’ll always be building new connections with colleagues.

Cutting-edge innovators

When you join us, you’ll be part of a team that embraces digital technology and data to transform the way we work and the work we do. Every day, you’ll help make history, empowered to ignite your creativity and build something enduring.

Resilient trailblazers

Here, the answers aren’t always available. So, you’ll need to bring a fearless, self-starter mindset to navigate uncharted territories. You’ll harness your ceaseless energy to discover and make the necessary connections with colleagues to shape the future and achieve maximum impact.

Agile movers

Seize ownership and excel with autonomy to enjoy the constant rush of ground-breaking discovery. Your ability to anticipate sudden shifts and adapt swiftly will prove critical as you make your mark in an environment that rewards initiative and resilience.

Responsibilities

Job ID R-212233 Date posted 11/29/2024

Location: Barcelona (On-site).

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 to ensure 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 and deskside support services. This involves managing incidents, customer service, acting as hands and eyes for central teams, process adherence, service improvements, asset management, and stock inventory of IT equipment to support Joiners, Movers, and Leavers processes.

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
- Acting as the primary contact for our customers as the “face of IT”
- Promoting a welcoming and engaging service/environment to ensure an excellent customer contact experience
- Analyzing customer needs utilizing analytical skills to develop appropriate and innovative solutions as required
- Triaging technical queries and identifying if the issue can be resolved quickly at the AskIT desk within an appropriate time frame
- Liaising with other IT Teams as necessary to resolve faults, keeping the customer fully updated on next steps
- Ensuring all customer interactions are recorded as tickets within ServiceNow
- Managing escalations effectively while remaining calm in situations of conflict
- Maintaining and managing the AskIT asset inventory. Borrowed (‘BorrowIT’) items must be tracked and recorded
- Ensuring trial (‘TryIT’) devices are secured, logged on, charged, and available during business hours for customers to use
- Processing any returned (‘ReturnIT’) IT equipment in accordance with Asset Management obligations
- Running the AskIT service in accordance with the global SOP
- Supporting local onboarding and offboarding IT processes to drive a successful IT experience
- Wearing the AskIT branded uniform professionally to represent the AskIT brand and the OneIT experience
- Occasional domestic travel

Essential Skills/Experience:

- Degree level education within IT or equivalent experience
- The desire to achieve and maintain the highest level of customer experience at all times with an appetite for continuous improvement
- Superior communication skills, adapting language used to establish and influence excellent customer relations
- Ability to work in a customer-oriented support role manning a customer drop-in desk in addition to performing floor walking to extend support right to the customer’s workspace
- Ability to resolve or triage technical issues with OS or Hardware, and to effectively communicate in English
- Proven 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
- Ability to support Windows 10 operating system and Lenovo desktop and laptop hardware
- 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
- Experience in the use of cloud-based storage solutions such as MS OneDrive and Box.
- Proven 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
- Awareness 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
- Ability to work effectively in a matrix organization structure is essential

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 unique and ambitious world.

At AstraZeneca, you will make an impact on society through our sustainability goals. Commit to making a difference beyond patients by pioneering AstraZeneca's sustainability strategy. Have the opportunity to be a key contributor to Zero Carbon by 2025 and carbon negative across the entire value chain by 2030. Everyone can contribute towards our collective legacy of doing good for people, the environment, and society.

Ready to join us? 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.

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Reasons to Join

Thomas Mathisen

There are many things I enjoy when working at AstraZeneca, mainly the Speak up culture, the great colleagues that are in my teams, the great products that AstraZeneca provides to our patients and the challenging conversations I have around our medicines.

Sales Representative Oslo, Norway

There are many things I enjoy when working at AstraZeneca, mainly the Speak up culture, the great colleagues that are in my teams, the great products that AstraZeneca provides to our patients and the challenging conversations I have around our medicines.

Christine Recchio

Working at AstraZeneca has impacted my life in such a positive way. I now have an improved work-life balance through creating my own schedule and time management, I feel a balance that I didn’t have before.

Sales Representative California, United States

Working at AstraZeneca has impacted my life in such a positive way. I now have an improved work-life balance through creating my own schedule and time management, I feel a balance that I didn’t have before.

Stephanie Ling

There are a lot of reasons why I enjoy working in AstraZeneca, my colleagues being one of them. My team members and the managers have provided a great deal of guidance in helping me to be more confident in my daily work.

Sales Representative Petaling Jaya, Malaysia

There are a lot of reasons why I enjoy working in AstraZeneca, my colleagues being one of them. My team members and the managers have provided a great deal of guidance in helping me to be more confident in my daily work.

What we offer

We're driven by our shared values of serving people, society and the planet. Our people make this possible, which is why we prioritise diversity, inclusivity, balance and sustainability. Discover what a career at AstraZeneca could mean for you.

An award-winning company

We're passionate about being a great place to work, and 84% of our employees would recommend us as an employer. We've been recognised as a Top Employer in Spain, an EFR Family Responsible Business, and we achieved third place in Forbes Spain's Top 50 Best Places to Work list.

Inclusive environment

Diversity and inclusion are embedded in everything we do, and our different views, experiences and strengths enrich our culture. There's no salary gap at AstraZeneca, and the number of female employees has increased by four per cent over the last three years. We've also made all positions fully accessible.

Work-life balance

Your wellbeing means a lot to us, and we're here to support you through all of life's ups and downs. That's why we offer an unpaid leave policy, annual leave, reduced-hours timetables and a host of benefits, including a retirement plan, long service award, and health and travel insurance.

Sustainability initiatives

We're committed to harnessing the power of science to become a more sustainable business. We've reduced our carbon footprint by over 9,000 kg of CO2 over the last two years, and we lead the European GoGreen Project, which aims to introduce environmentally friendly options in our fleet of corporate vehicles.

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Glassdoor logo Rated four stars on Glassdoor

Great culture, great work assignments, supportive management. Rotation opportunity within the company. They value inclusion and diversity.