IT Technical Support Specialist
Introduction to the role:
Are you ready to make a difference in the world of IT support? As an IT Technical Support Specialist, you'll be at the forefront of delivering exceptional technical assistance and enhancing customer experiences. Join our dynamic team and play a vital role in ensuring seamless end-user IT services.
With well-established guidelines and readily available higher-level support, you'll be part of a large delivery team serving defined groups within a function. Your expertise will be crucial in analyzing, diagnosing, and resolving technical issues, contributing to the overall customer experience of our IT services.
Accountabilities:
• Provided front-of-house IT support at the AskIT desk, assisting customers with issue resolution, device trials, peripheral loans, and hands-on training.
• Served as the primary customer contact, maintaining a welcoming and engaging service environment.
• Analyzed customer needs and developed effective, innovative IT solutions.
• Triaged technical queries and rapidly resolved issues at the AskIT desk.
• Coordinated with other IT teams to resolve faults and kept customers informed of progress.
• Logged all customer interactions and incidents as ServiceNow tickets.
• Effectively managed escalations, maintaining composure in high-pressure situations.
• Oversaw AskIT asset inventory, tracked borrowed items, and ensured availability of trial devices.
• Processed returned IT equipment in compliance with Asset Management policies.
• Supported local onboarding and offboarding processes for smooth IT transitions.
• Represented the AskIT brand and OneIT experience professionally, including adherence to uniform guidelines.
Essential Skills/Experience:
• IT degree or equivalent experience.
• Proven customer service focus with strong communication skills.
• Technical support for Windows OS, Lenovo hardware, and Microsoft Office (Office 2016/365).
• Experience with Active Directory, Group Policy, deployment tools, and remote support.
• Familiar with Apple Mac OS, iOS, and mobile device setup.
• User training, tech bar, and asset management experience.
• Proficient with ServiceNow and enterprise antivirus solutions.
Desirable Skills/Experience:
• Able to work effectively within a matrix organization structure.
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'll be part of a team that combines cutting-edge science with leading digital technology platforms. Our work directly impacts patients by transforming our ability to develop life-changing medicines. We empower our business to perform at its peak by leveraging data, analytics, AI, machine learning, and more. Join us at this crucial stage of our journey as we become a digital and data-led enterprise. Here, you can innovate, take ownership, and explore new solutions in a dynamic environment that challenges you every day.
Ready to make an impact? Apply now and be part of our journey!
Date Posted
01-Aug-2025Closing Date
18-Aug-2025AstraZeneca 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 authorization and employment eligibility verification requirements.
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.