It Technical Support

hace 1 mes

Barcelona, España Astrazeneca Gmbh A tiempo completo

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 ITActing 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 experienceAnalyzing customer needs utilizing analytical skills to develop appropriate and innovative solutions as requiredTriaging technical queries and identifying if the issue can be resolved quickly at the AskIT desk within an appropriate time frameLiaising with other IT Teams as necessary to resolve faults, keeping the customer fully updated on next stepsEnsuring all customer interactions are recorded as tickets within ServiceNowManaging escalations effectively while remaining calm in situations of conflictMaintaining and managing the AskIT asset inventory. Borrowed ('BorrowIT') items must be tracked and recordedEnsuring trial ('TryIT') devices are secured, logged on, charged, and available during business hours for customers to useProcessing any returned ('ReturnIT') IT equipment in accordance with Asset Management obligationsRunning the AskIT service in accordance with the global SOPSupporting local onboarding and offboarding IT processes to drive a successful IT experienceWearing the AskIT branded uniform professionally to represent the AskIT brand and the OneIT experienceOccasional domestic travelEssential Skills/Experience:Degree level education within IT or equivalent experienceThe desire to achieve and maintain the highest level of customer experience at all times with an appetite for continuous improvementSuperior communication skills, adapting language used to establish and influence excellent customer relationsAbility 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 workspaceAbility to resolve or triage technical issues with OS or Hardware, and to effectively communicate in EnglishProven 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 methodsAbility to support Windows 10 operating system and Lenovo desktop and laptop hardwareAbility 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 problemsProven knowledge and expertise in supporting Microsoft Office applications especially Office 2016 and MS Office 365Experience 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 desirableExperience in setting up and deploying mobile devices is desirablePrior customer-facing tech bar or IT Training experience, such as assisting customers with new applicationsKnowledge of client antivirus software within an enterprise environmentAwareness of the importance of asset management and their role in updating asset inventory detailsAbility to train users in the use of standard laptop and mobile devicesKnowledge and experience of ServiceNow or other ITSM toolsetAbility to work effectively in a matrix organization structure is essentialReady to join us? Apply now

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