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.

  1. 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
  2. Acting as the primary contact for our customers as the “face of IT”
  3. Promoting a welcoming and engaging service/environment to ensure an excellent customer contact experience
  4. Analyzing customer needs utilizing analytical skills to develop appropriate and innovative solutions as required
  5. Triaging technical queries and identifying if the issue can be resolved quickly at the AskIT desk within an appropriate time frame
  6. Liaising with other IT Teams as necessary to resolve faults, keeping the customer fully updated on next steps
  7. Ensuring all customer interactions are recorded as tickets within ServiceNow
  8. Managing escalations effectively while remaining calm in situations of conflict
  9. Maintaining and managing the AskIT asset inventory. Borrowed (‘BorrowIT’) items must be tracked and recorded
  10. Ensuring trial (‘TryIT’) devices are secured, logged on, charged, and available during business hours for customers to use
  11. Processing any returned (‘ReturnIT’) IT equipment in accordance with Asset Management obligations
  12. Running the AskIT service in accordance with the global SOP
  13. Supporting local onboarding and offboarding IT processes to drive a successful IT experience
  14. Wearing the AskIT branded uniform professionally to represent the AskIT brand and the OneIT experience
  15. Occasional domestic travel
Essential Skills/Experience:
  1. Degree level education within IT or equivalent experience
  2. The desire to achieve and maintain the highest level of customer experience at all times with an appetite for continuous improvement
  3. Superior communication skills, adapting language used to establish and influence excellent customer relations
  4. 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
  5. Ability to resolve or triage technical issues with OS or Hardware, and to effectively communicate in English
  6. 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
  7. Ability to support Windows 10 operating system and Lenovo desktop and laptop hardware
  8. 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
  9. Proven knowledge and expertise in supporting Microsoft Office applications especially Office 2016 and MS Office 365
  10. Experience in the use of cloud-based storage solutions such as MS OneDrive and Box.
  11. Proven knowledge and expertise in supporting Apple Mac OS and iOS software desirable
  12. Experience in setting up and deploying mobile devices is desirable
  13. Prior customer-facing tech bar or IT Training experience, such as assisting customers with new applications
  14. Knowledge of client antivirus software within an enterprise environment
  15. Awareness of the importance of asset management and their role in updating asset inventory details
  16. Ability to train users in the use of standard laptop and mobile devices
  17. Knowledge and experience of ServiceNow or other ITSM toolset
  18. Ability to work effectively in a matrix organization structure is essential

Ready to join us? Apply now

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