IT Technical Support Specialist

Introduction to role

Are you passionate about delivering exceptional IT support and improving customer experiences? Join our dynamic team as an IT Technical Support Specialist, where you'll play a crucial role in providing top-notch technical assistance and ensuring seamless end-user IT services.

Working within well-established guidelines and with readily available higher-level support, you'll be part of a large delivery team, serving defined groups within a function. Your expertise will be key in analysing, diagnosing, and resolving technical issues, contributing to the overall customer experience of our IT services.

Accountabilities

As an IT Technical Support Specialist, you will be responsible for the end-user experience and delivery of end-user IT services. Your day-to-day activities will include:

• Providing front-of-house onsite IT support through the AskIT desk, where customers can resolve problems, receive training, try new devices, or borrow peripherals.
• Acting as the primary contact for customers, promoting a welcoming and engaging service environment.
• Analysing customer needs and developing appropriate and innovative solutions.
• Triaging technical queries and resolving issues quickly at the AskIT desk.
• Liaising with other IT teams to resolve faults and keeping customers updated on next steps.
• Recording all customer interactions as tickets within ServiceNow.
• Managing escalations calmly and effectively.
• Maintaining and managing the AskIT asset inventory, including tracking borrowed items and ensuring trial devices are available during business hours.
• Processing returned IT equipment in accordance with Asset Management obligations.
• Supporting local onboarding and offboarding IT processes to ensure a successful IT experience.
• Professionally representing the AskIT brand and the OneIT experience by wearing the AskIT branded uniform.

Essential Skills/Experience

• Degree level education within IT or equivalent experience
• The desire to always achieve and maintain the highest level of customer experience. With the appetite to drive 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
• 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
• 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.
• 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

Desirable Skills/Experience

• An 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.

AstraZeneca offers meaningful work that makes a bigger impact. We're a distributed team that enables excellence and breakthroughs. Here, you can apply your skills and abilities to genuinely impact patients' lives. Join us at an exciting time of growth through innovation.

Shape this journey by reimagining the way we work; at every turn we're innovating and taking intelligent risks. We do this to steer the enterprise, powering every function to run faster, more efficiently, and achieve more.

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.