IT Technical Support Analyst
Type: Permanent
Location: Macclesfield
5 days a week in the office
Competitive salary and benefits
Introduction to Role:
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.
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
Why AstraZeneca?
At AstraZeneca, our work has a direct impact on patients. We're transforming our ability to develop life-changing medicines by combining ground breaking science with leading digital technology platforms and data. We dare to lead, applying our problem-solving attitude to identify and tackle opportunities across the whole enterprise. Our spirit of experimentation is lived every day through our events like hackathons. We enable AstraZeneca to perform at its peak by delivering world-class technology and data solutions. Our work unlocks the potential of science. We optimise and revolutionise AstraZeneca by maximising efficiencies and finding new ways to drive productivity. From automation to data simplification.
Ready to make a difference? Apply today!
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.