AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines, primarily for the treatment of Cardiovascular, Renal and Metabolic Diseases, Oncology, Respiratory and Immunology diseases. AstraZeneca operates in over 100 countries and its innovative medicines are used by millions of patients worldwide. For more information please visit: www.astrazeneca.com
This is your opportunity!
We currently have an exciting opportunity for an AskIT & Onsite Engineer to join us out of our site Baar office/Quadrolith. You will report to the Regional AskIT & Onsite Service Lead EMEA within a matrix organisation aligning to local Campus IT Management
As the AskIT Engineer you will be responsible for the end user experience and delivery of end user IT services this role will perform the day-to-day onsite IT activities so that “Customer Effectiveness1” and Campus IT2 objectives are met.
You are accountable for ensuring the ‘effective delivery’ of Corporate IT EUS (End User Services3) services to our global customers through the Global ‘AskIT’ service (an enhanced end user support service on key sites Tech/Genius Bar) and the effective delivery of deskside support services.
This role involves delivering various tasks such as incident and/or demand management, ‘AskIT’ (including customer service), process alignment, service improvements and satisfaction measures, Asset management and stock inventory of any IT equipment on site to support Joiners, Movers and Leavers processes.
Your main tasks/ key accountabilities
Perform 1st & 2nd line deskside support for the customer’s device. Use troubleshooting skills and knowledge to determine the root cause of a fault to resolve or re-assign to the correct team
Analyse customer needs using their analytical skills to develop appropriate and innovative solutions as needed
Be an advocate for EUS processes and objectives
Support & coach the team on solutions and issues
Collaborate closely with other IT teams as needed to resolve incidents / issues / queries, keeping the user advised of upcoming steps
Ensure that customer concerns are handled, managed and minimized while maintaining calm in conflict situations.
Support the local IT processes of incoming and outgoing staff to help them in a successful IT experience.
Demonstrate excellent customer service skills and a desire to support end users face to face
Perform a variety of technical work activities either remotely or at Deskside to meet business and customer requirements
Support IT drop in clinics and assist with floor walks when required.
Perform IMAC6 activities
Document and report on work completed within the Service Management tool ServiceNow7. Creating and updating tickets for all assistance provided
Act in accordance with company Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
Keep skills up to date with IT industry standards as appropriate to the role
Provides improved Support where required for identified VIP’s / priority customers
The wearing of garments with the AskIT logo in a professional way represents the AskIT brand and the One-IT experience.
What we are looking for?
You will be fluent in English, German and French (written and spoken)
You will have experience of working in an ITIL and Lean focused environment
Demonstrable ability to successfully interact face to face with end users
Confirmed knowledge and expertise within a Microsoft Windows environment (ideally within an enterprise domain business model) including familiarity with Active Directory, software development technologies 9SMS, SCCM, etc.) Group Policy Objects and remote -control methods.
Proven knowledge and expertise in supporting Apple Mac OS and iOS software desirable
Experience in setting up and deploying mobile devices is desirable
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 such as MS OneDrive and Box
Experience in MS Teams, Zoom and other collaboration tools
Knowledge of antivirus software within an enterprise environment
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
Proven desktop support knowledge and expertise specifically for IT services (e.g. LAN / Wi-Fi, printing)
Demonstrable ability to successfully interact with other specialists in other proficiencies (e.g. application support, network team, server admin, etc.)
Knowledge and experience of ServiceNow or another ITSM tool is desirable