IT Technical Support
Location: Barcelona (On-site).
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 deskside support services. This involves managing incidents, customer service, acting as hands and eyes for central teams, process adherence, service improvements, asset management, and stock inventory of IT equipment to support Joiners, Movers, and Leavers processes.
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
- Acting as the primary contact for our customers as the “face of IT”
- Promoting a welcoming and engaging service/environment to ensure an excellent customer contact experience
- Analyzing customer needs utilizing analytical skills to develop appropriate and innovative solutions as required
- Triaging technical queries and identifying if the issue can be resolved quickly at the AskIT desk within an appropriate time frame
- Liaising with other IT Teams as necessary to resolve faults, keeping the customer fully updated on next steps
- Ensuring all customer interactions are recorded as tickets within ServiceNow
- Managing escalations effectively while remaining calm in situations of conflict
- Maintaining and managing the AskIT asset inventory. Borrowed (‘BorrowIT’) items must be tracked and recorded
- Ensuring trial (‘TryIT’) devices are secured, logged on, charged, and available during business hours for customers to use
- Processing any returned (‘ReturnIT’) IT equipment in accordance with Asset Management obligations
- Running the AskIT service in accordance with the global SOP
- Supporting local onboarding and offboarding IT processes to drive a successful IT experience
- Wearing the AskIT branded uniform professionally to represent the AskIT brand and the OneIT experience
- Occasional domestic travel
Essential Skills/Experience:
- Degree level education within IT or equivalent experience
- The desire to achieve and maintain the highest level of customer experience at all times with an appetite for continuous improvement
- Superior communication skills, adapting language used to establish and influence excellent customer relations
- Ability to work in a customer-oriented support role manning 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
- Ability to support Windows 10 operating system and Lenovo desktop and laptop hardware
- 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
- Awareness 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
- Ability to work effectively in a matrix organization structure is essential
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 will make an impact on society through our sustainability goals. Commit to making a difference beyond patients by pioneering AstraZeneca's sustainability strategy. Have the opportunity to be a key contributor to Zero Carbon by 2025 and carbon negative across the entire value chain by 2030. Everyone can contribute towards our collective legacy of doing good for people, the environment, and society.
Ready to join us? Apply now!
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 authorisation and employment eligibility verification requirements.
