Job Description

IT Senior Technical Support

Do you have expertise in, and passion for IT? Would you like to apply your expertise to impact an organisation that follows the science and turns ideas into life changing medicines? Then AstraZeneca might be the one for you!

ABOUT ASTRAZENECA

AstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious diseases. But we’re more than one of the world’s leading pharmaceutical companies.

It’s an exciting time for our team as we redefine the future, working towards our vision to be the leader in Cardiovascular, Renal, Metabolism, Respiratory and Immunology by 2025. Get to make your mark as you do something rewarding for patients, healthcare and our wider society. Jump in and be a part of it.

What you’ll do

The IT Senior Technical Support person is responsible for the excellent delivery of day-to-day IT services for users in a Site, Country or Region and work closely with the global service teams and their customers. The role ensures IT services are delivered effectively through excellent delivery of front-line, proactive customer engagement and effective communication.

Working within well established guidelines and with readily available with higher level of support expertise. Typically, working as part of a delivery team, will individual responsibility to serve defined groups within a function and will be a business point of contact; they will be experienced in delivering day-to-day IT support, they will provide detailed analysis, diagnosis and resolution on technical issues.

Typical Accountabilities:

• Works within a wider team to deliver effective end user services.

• Lead a team of IT desksite\onsite team, responsible for the delivery of IT services to agreed Service Levels and customer satisfaction requirements

• Mentors more junior staff and acts as a point of reference in own specialist area

• Conducts analysis and prepares reporting for issues across IT services delivered

• Ensures reports or analysis, meet quality standards, and provides interpretation of data

• Works within defined guidelines and policies, adheres to AZ IT policies, processes & SOP’s

• Must show the capability to identify and propose innovative solutions to improve service performance

• Can independently analyze, diagnose and resolve complex tasks or problems related to AZ systems and applications.

• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware and software

• Support a genius bar (known as AskIT) and provide just-in-time technical and how-to support to customers

• Use remote access tools to transfer files to client PCs and troubleshoot problems

• Meet and work with external resources to identify process/procedures/automation opportunities; communicate issues effectively to team members and management.

• Support projects/problems/tasks until completion, including coaching junior team members.

• Meet SLA/OLA reviews, ticket reviews, and customer satisfaction reports/surveys. Solicit ideas from customers and IT/IS staff to focus on the problem/task and work together to accomplish assignments.

• Liaise with highly technical IT teams, as well as non-IT/IS customers, and communicate information effectively in all situations.

• Support Hardware image configuration for desktop, laptops and mobile devices.

• Provide “hands and eyes” support for network, servers, unified communication and conference rooms as needed.

• Maintains links and networks with other teams/functions/3rd parties that impact on activities undertaken

• Works with management to understand business priorities and tailor support to local requirements

• Reviews policies and processes, identifying areas for enhancement and making recommendations for change.

• Maintain IT infra and device – IT Asset Management processes and lifecycle management

• New user, leaver – related responsibilities for example user on boarding

• Create knowledge articles related to IT for users to self-service

• Getting quotations from vendors and procurement of ETS IT related hardware and services

• Improve the user adoption of IT self-service services

• Any other ad-hoc tasks assigned from Line Manager

Essential for the role

• Minimum Bachelor Degree (S1), preferably in IT or related degreed.

• Fluent in English, both spoken and written.

• Minimum 3 years’ experience supporting Windows, in a Desktop Support environment

• Familiar with desktops and laptops as well as MS operating systems and applications

• Ability to install and configure complex software applications and to provide support for upgrades and enhancements

• Experience analyzing, managing, expediting and resolving issues with timely customer follow up

• Proven knowledge and expertise in supporting Microsoft Office applications especially Outlook & MS Teams connected to a large MS Office 365

• Experience in the use of cloud-based storage solutions

• Experience in MS Teams, Zoom and collaboration tools

• Knowledge of antivirus software within an enterprise environment

• Aware of the importance of asset management and their role in updating asset inventory details

• Technical or business degree \ equivalent

• Good business acumen with sensitivity to environment

• Familiar with IT Technical or functional support background

Desirable for the role

• Master’s degree

• Some experience of working with third party suppliers.

• Proven knowledge and expertise in supporting Apple Mac OS and iOS software desirable

• Experience in setting up and deploying mobile devices is desirable

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, and always committed to lifelong learning, growth and development. We’re on an exciting journey to pioneer the future of healthcare.

We’ve been busy building and developing our technology which is now enabling our transformation to become a digital and data-led enterprise. There’s never been a better time to join us as we bring our digital strategy to life. There’s a huge opportunity to develop, explore and thrive during our next chapter.

So, what’s next?

• Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you.
• Are you ready to bring new ideas and fresh thinking to the table? Brilliant! We have one seat available and we hope it’s yours.
• If you’re curious to know more then please reach out to Aziza Fitriani. We welcome your application.

Where can I find out more?

Our Social Media, Follow AstraZeneca on LinkedIn

Follow AstraZeneca on Facebook

Follow AstraZeneca on Instagram

If you have site, country or departmental social media then feel free to switch any of the above links.