Job Title: VIP Support
Introduction to Role:
Are you ready to take on a role that has the responsibility for VIP IT support for the SET and SET-1 community based on site and remotely? This role works closely with technical leadership and is part of the VIP Support network and Regional VIP Support Team. The VIP IT Support service is provided to the AstraZeneca business to support our top Executive team with white glove technical support anywhere in the world they may need assistance.
Accountabilities:
As a VIP Support, you will take full ownership of Executive Incidents, leading them to resolution directly or by engagement with other IT service teams. You will provide 24x7 Support for Executive Customers, including senior level executive home office support, support while traveling, and high touch support for their Office Assistants. You will install, configure, and solve desktop systems, workstations, network, and audio/visual issues in a regulated environment, providing technical support for meetings held by senior level executives. You will also measure and monitor customer experience and ongoing happiness for the VIP service and normal onsite support provided to VIPs, providing continuous service improvement activities to address issues or concerns with VIP Services and support.
Essential Skills/Experience:
- Bachelor's Degree
- 3 years of relevant experience
- Fluent in local site language (written and spoken) as well as Fluent in English (written and spoken).
- Higher level qualification or demonstrable experience in information technology or business and process management.
- A passion for delivering world-class service continually challenging and motivating change in pursuit of the experience.
- Proven technical know-how and ability to pick things up quickly and assimilate information.
- Experience in teaching and mentoring others to support their ability to perform well in their role.
- Strong knowledge of key ITIL Processes and their interoperability.
- Good attention to detail.
- Ability to review and process information to produce findings/insights supporting decision making.
- Positive approach to learning new tools, technologies or processes as required for the role.
- Ability to work cross-functionally in diverse, multinational teams, across time zones.
- A self-starter with high levels of drive, energy, resilience, a can-do attitude and willingness to take the initiative.
- Strong ability to manage competing priorities to successful delivery and working to deadlines.
- Strong experience of ServiceNow ITSM Toolset or similar.
- Ability to interact with the senior level executives using excellent verbal/written communication skills.
- Working knowledge of Apple products (MacBook, iPAD, iPhone)
Desirable Skills/Experience:
- Demonstrable experience of supporting service improvements
- Customer Service background or accreditation desirable
- ITIL Foundation Accreditation desirable
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.
Why AstraZeneca?
At AstraZeneca, we're specialists who are passionate about patients. We're part of a global company that's investing in a bold digital strategy; to become a truly data-led enterprise that disrupts the entire industry. Our work has a direct impact on patients, transforming our ability to develop life-changing medicines. We empower the business to perform at its peak and lead a new way of working, combining cutting-edge science with leading digital technology platforms and data. All with a passion to impact lives through data, analytics, AI, machine learning and more.
Join us at a crucial stage of our journey in becoming a digital and data-led enterprise. Make the impossible possible by building partnerships and ecosystems, creating new ways of working and driving scale and speed to deliver exponential growth. Focused and committed, and backed with the investment to succeed, we're driving cross-company change to disrupt the entire industry.
Ready to take the next step in your career? Apply now and join us in our mission to change lives!
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 authorization and employment eligibility verification requirements.