IT Technical Support Analyst

at  AstraZeneca

ACCOUNTABILITIES:

As part of the customer-facing team, you will act as the main connection between the customer and the various processes, tools and groups of IT. You will be responsible for promoting a welcoming and engaging service/environment, analyzing customer needs, triaging technical queries, liaising with other IT Teams, recording customer interactions, handling user problems, maintaining the AskIT asset inventory, processing returned IT equipment, supporting local onboarding and offboarding IT processes, and representing the AskIT brand professionally.

ESSENTIAL SKILLS/EXPERIENCE:

• Degree level education within IT or equivalent experience
• Desire to achieve and maintain the highest level of customer experience
• Superior communication skills
• Ability to work in a customer focused support role
• Ability to resolve or triage technical issues with OS or Hardware
• Proven knowledge and expertise within a Microsoft Windows environment
• Ability to support Windows 10/11 operating system and Lenovo desktop and laptop hardware
• Proven knowledge and expertise in supporting Microsoft Office 365(Client and Web Apps)
• Experience in the use of cloud-based storage solutions such as MS OneDrive and Box.
• Knowledge and experience of ServiceNow or other ITSM toolset
• Ability to work effectively in a matrix organization structure
• Experience in setting up and deploying mobile devices
• Prior customer facing Tech bar or IT Training experience
• Knowledge of Client Endpoint Protection (VPN/Firewall/Antivirus)
• Ability to train users in the use of standard laptop and mobile devices

Join us as an IT Technical Support specialist at AstraZeneca, where you will be responsible for the end user experience and delivery of end user IT services. This role is pivotal in performing the day-to-day front of house onsite IT activities, ensuring Customer Experience, Service Excellence & Design and Site IT Technical Team objectives are met. You will be accountable for the effective delivery of Corporate IT ETS services to our global customers through the Global ‘AskIT’ service and the effective delivery of deskside support services.