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IT Support Desk Engineer

Onsite - Cambridge

Competitive salary and benefits

Close date: 30th August 2023

ABOUT THE ENTERPRISE TECHNOLOGY SERVICES 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 ambitious 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 redefining the roles and work of colleagues, forever. This is your chance to be part of a team that has the backing to innovate, redefine an industry and change lives.

THIS IS WHAT YOU’LL DO

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 so that Customer Experience, Service Excellence & Design and Site IT Technical Team objectives are met.

Accountable for ensuring the ‘effective delivery’ of Corporate IT ETS (Enterprise Technology Services) services to our global customers through the Global ‘AskIT’ service (an enhanced end user support service on key sites Tech/Genius Bar) and the effective delivery of deskside support services.

This means delivering various tasks such as incident and/or demand management, ‘AskIT’ (including customer service), act as hand & eyes for the central teams, process consistency, 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 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
• Analyze 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 necessary 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 critical issues are dealt with, handled and minimised whilst remaining calm.
• Ensure that the AskIT asset inventory is maintained and handled. Borrowed (‘BorrowIT’) items must be tracked and recorded
• Ensure the 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
• Ensure the AskIT service is ran in accordance to the global SOP
• 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

YOU WILL NEED TO HAVE

Specific Knowledge/Skills:

• Degree level education within IT or equivalent experience
• 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 on 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.
• Proven 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
• An ability to work effectively in a matrix organization structure is essential

WHY JOIN US

We’re a network of entrepreneurial self-starters who contribute to something far bigger. There’s a diversity of expertise in our Technology group that’s unique to AstraZeneca – it allows us to dive deep into

exploring new leading-edge technology.

A place to be open and transparent – we speak up, think creatively and share ideas. Our diverse contributions help us to make better decisions. But we have a constant drive to innovate, and an appreciation for high standards. It takes challenging the status quo to add value in our ever-evolving environment. We love it here because put simply, we make a meaningful impact. Technology at AstraZeneca is a home for purposeful disruptors!

ABOUT ASTRAZENECA

AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies.

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.