IT Technical Support

Macclesfield, UK

Competitive Salary and Benefits

About the enterprises Technology Team

The Enterprise Technology Services (ETS) team is accountable for all Infrastructure, Security, IT Operations and all End User Services and technologies. This group will ensure that our IT Services are seamless and secure, and that technology is delivered in an efficient, effective, and agile way, with a solid focus on experience.

It’s a dynamic and challenging environment to work in – but that’s why we like it. There are countless opportunities to learn and grow, whether that’s exploring new technologies in hackathons, or transforming the roles and work of colleagues, forever. This is your chance to be part of a team that has the backing to innovate, disrupt an industry and change lives.

What you’ll do

Responsible for the end user experience and delivery of end user IT services this role supports 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 help ensure the ‘effective delivery’ of Corporate IT ETS (Enterprise Technology Services) services to our customers through the ‘AskIT’ service (an enhanced IT Support service via a Tech/Genius Bar) and the effective delivery of deskside support services.

This means delivering various tasks such as incident and/or problem management, ‘AskIT’ (including deskside support), act as hand & eyes for the central teams, process alignment, 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 by both Deskside Support and 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 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
• Analyse 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 vital 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, handled 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
• Process any returned (‘ReturnIT’) IT equipment in accordance with Asset Management obligations
• Support the local on boarding and off boarding IT processes to assist with driving a successful IT experience
• Wearing the AskIT branded uniform professionally represent the AskIT brand and the OneIT experience

Essential Criteria

Specific Knowledge/Skills:

• Degree level education within IT or equivalent experience
• Proven knowledge and expertise in supporting Apple Mac OS and iOS software essential
• The desire to achieve and maintain the highest level of customer experience at all times. 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 operating 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 Azure, Microsoft Endpoint Manager and Active Directory.
• Previous experience supporting the Windows 10 operating system and Desktop/Laptop hardware.
• Proven knowledge and expertise in supporting MS Office 365 (Local client and Web based)
• Experience in the use of cloud-based storage solutions such as MS OneDrive and Box.
• Experience in setting up and deploying mobile devices including iOS and Android
• Prior customer facing tech bar or IT Training experience, such as assisting customers with new applications and the ability to train users in the use of standard laptop and mobile devices
• Knowledge of client antivirus software within an enterprise environment
• Knowledge and experience of ServiceNow or other ITSM toolset
• An ability to work effectively in a matrix organization structure is critical

Why AstraZeneca

At AstraZeneca, we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development.

So, What’s next?

If you’re interested in applying, we encourage you to apply using your completed Workday profile where possible.

The role is open from 25th July until 7th August.

Where can I find out more?

Follow AstraZeneca on LinkedIn https://www.linkedin.com/company/1603/

Follow AstraZeneca on Facebook https://www.facebook.com/astrazenecacareers/

Follow AstraZeneca on Instagram https://www.instagram.com/astrazeneca_careers/?hl=en

Date Posted

Closing Date

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.