Engineer - IT Support

Job Title: Engineer - IT Support

GCL: C2

Introduction to role

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 the effective delivery of deskside support services. This means delivering various tasks such as incident and/or demand management, ‘AskIT’ (including customer service), acting as hands & 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, you will handle any other key processes that contribute to the overall customer experience of our IT services.

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.

• Work 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.”
• Promote a welcoming and engaging service/environment to ensure we deliver an excellent customer contact experience.
• Analyze the customer’s needs using 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 necessary in order to resolve faults, keeping the customer fully updated on next steps.
• Ensure all customer interactions are recorded as tickets within ServiceNow.
• Manage escalations effectively while remaining calm in situations of conflict.
• Maintain and manage the AskIT asset inventory. Track and record borrowed (‘BorrowIT’) items.
• Ensure trial (‘TryIT’) devices are secured, logged on, charged, and available during business hours for customers to use.
• Process any returned (‘ReturnIT’) IT equipment in accordance with Asset Management obligations.
• Run the AskIT service in accordance with the global SOP.
• Support local onboarding and offboarding IT processes to assist with driving a successful IT experience.
• Professionally represent the AskIT brand and the OneIT experience by wearing the AskIT branded uniform.

Essential Skills/Experience

• Degree level education within IT or equivalent experience
• 1-4 years experience in an IT support role
• 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 thrive in a customer support role by assisting customers at a drop-in desk and providing on-site support directly to their 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
• Proven knowledge and expertise in supporting Apple Mac OS and iOS software desirable
• Experience in setting up and deploying mobile devices is desirable
• Ability to manage Video conference and collaboration devices (MTR, Cisco, Logitech, MS surface HUB)
• 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
• An ability to work effectively in a matrix organization structure is essential

Desirable Skills/Experience

NA

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'll be working with cutting-edge technology that sets us apart. Our work has a direct impact on patients by transforming our ability to develop life-changing medicines. We empower our business to perform at its peak by combining leading digital technology platforms with data. Join us at a crucial stage of our journey in becoming a digital and data-led enterprise. Shape your own path with support all the way while contributing to something far bigger.

Ready to make a difference? Apply now!