Role purpose

• Delivery of local onsite and remote support for AstraZeneca personnel.
• Responsible for the support and resolution of Incidents and Requests.
• Reviewing incident and request ticket queues within the ITSM system and acting accordingly.
• Responsible for Priority and Major Incidents impacting the site.
• Provide periodical training, coaching, knowledge sharing and mentoring across the team to peers and users.
• Deliver service improvement.
• Support local \ global initiatives \ project – related to ETS
• Managing local IT asset inventory and infrastructure (ITAM).
• Identify and deliver continuous service improvement opportunities.
• This position is to be based in Mutiara Damansara only and may have requirements to support beyond working hours.
• Generate Weekly \ Monthly Reporting.
• Responsible for providing advanced technical assistance and consultation on various information technology platforms which L1 is unable to resolve.
• Assist IT Manager in managing local team in certain areas.

Role Responsibility

Key Areas

1. Business Engagement

• Ability to build strong relationships with AstraZeneca internal customers face to face and via digital channels.
• A welcoming and open personality that engages business users and through responsiveness and consistency earns their trust and respect
• Encourage others to focus on the customer, identifying potential improvements to service.

2. Service Delivery

• Provides professional, high quality customer service to internal employees.
• Required to perform duties in a fast-paced office environment
• Conducts training with peers and other employees such as IT clinics.
• Provides walk up and desktop support to AstraZeneca staff
• Keeps track of workload and adheres to incident & request management processes using the ITSM tool Service Now.
• Helps to develop and document technical processes and procedures converting them to reusable knowledge articles and documents
• May be required to participate in rotational, on-call Support service providing remote and onsite support after-hours.
• Escalates critical IT-related issues according to Critical Incident Management process
• Provides a site-based point of contact for global teams (Hands & Eyes)
• Provision of out of hours (weekend and evening) support.
• Ensures that all requests for support are dealt with according to set standards and procedures.
• To perform any task deemed necessary by the line management to maintain smooth running of support.
• Perform physical activities on-site where necessary (for example, Cable patching, replacing hardware components)
• Monitors for, and acts upon, Incidents escalated through the ITSM toolset. Ensures that all their written communication stored in the ITSM toolset is both informative and professional.
• Uses own initiative to solve problems in a systematic, disciplined, and analytical manner
• Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.
• Strictly following the agreed change control procedures, Implements agreed changes in relation to Incidents and Requests
• Diagnoses incidents according to agreed procedures. Investigates root cause of incidents and seeks resolution. Escalates unresolved incidents prior to SLA failure.
• Makes a significant contribution to the investigation, diagnosis and resolution of issues classed as Problems.
• Responsible for supporting and managing local IT services to a high standard ensuring data security, availability, and integrity of business data.
• Drafts and maintains procedures and documentation for support, including Knowledge Articles for customers and analysts.
• Escalates Incidents that should have been identified and prevented by the Operations team to the manager, working co-operatively to ensure that service impacting lessons are captured, learnt, and acted upon.

3. Technical Expertise

• Demonstrate timely, accurate and professional, verbal and written, communication skills.
• Provide 2nd level / Desktop support for all aspects of user corporate environments - PC/Workstation, Mobile devices, software installation and other IT services available to the business.
• Supports the use of the local videoconferencing, collaboration tools, and audio-visual services.
• Responsible for device builds, rebuilds, backups, deployment, and technology refreshes.
• Responsible for advanced administration of user accounts in Active Directory and various other business applications/ systems
• Maintains, researches, analyses, and troubleshoots issues
• Ensures deliverables are quality checked and compliant with established operations and security procedures
• Prepares and delivers mobile devices for deployment to remote users
• Accurately maintains asset records for assignment, repairs, and maintenance.
• Interacts with vendors/installers to provide site access quotes and oversee installations where required.
• Participates in project teams to assist with the setup, testing and deployment of new systems and technology solutions.
• Works in adherence to Security and Infrastructure guidelines and protocols.
• Receive and handle complex technical customer tickets and resolve them in a timely and accurate manner, escalating where necessary.

4. Prioritization / Time Management

• Responsive to “request and “incident” for support and
• Utilises strong time management and prioritization skills
• Multi-tasking skills are a must to handle emails, IM’s, face to face walk up requests, and Service Now ticket queues simultaneously.

5. Team Management

• Assist IT manager in rolling out projects.
• Manage the team in the absence of IT Manager.
• Lead is some of the assigned projects.

Experience & Qualifications:

• A minimum of 2 years in a similar role.
• Recommended to have a diploma in Information Technology or related field, or its equivalent; a degree is preferred. Or related experience.
• ITIL and Knowledge Training / Certification an advantage.
• Experience in an enterprise environment preferred.

Technical Skills:

• Technical knowledge across broad range of IT disciplines including solutions Client Operation systems, MS office, Network principles (example: Apple, iPhones, iPads, Android, MS, VC)
• Technical knowledge and troubleshooting skills of OS  - Microsoft Windows (OS) , IOS, MAC. 
• Technical knowledge and troubleshooting of collaboration technologies e.g. Cisco video conferencing, MS Teams, Box.com, One Drive for Business, Office 365, and Sales Force would be an advantage.
• MEM (Microsoft End Point Manager)/InTune and technical mobile device support experience would be an advantage.
• Experience using IT service management tools such as Service Now would be an advantage.

Key Competencies:

• Strong customer service skills: ability to engage and understand the user and their request.
• Ability to capture and retain details relevant to the user and the issue being investigated.
• Enthusiastic and approachable personality.
• Strong communication and interpersonal skills in digital and face to face mediums
• Problem solving and analytical skills that are demonstrated in a methodical troubleshooting approach
• A self-starter, self-motivated who can work with minimum supervision.
• Ability to collaborate with immediate and extended support teams to deliver issue resolution
• Ability to work in a fast-paced technical environment and multi-task to achieve great outcomes
• Situational awareness; active listener and a fast learner
• Strong focus on continual process improvement and simplification with automation.
• An ability to adapt to shifting priorities is critical.
• Able to work under pressure and in dynamic environment.
• Result Oriented, able to work independently and proactively.
• Ready to work over weekends and after working hours.
• Able to work with minimal supervision.

Physical, Mental and Environmental Demands:

• Assigned duties are accomplished primarily in an office setting.  Must be able to manoeuvre around an office setting, work at a desk/workstation and respond to written and oral requests.
• May be required to on weekends and after working hrs.
• Must be able to work in an open office where customer can walk up and request support face to face
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Some domestic travel may be required.

Date Posted

Closing Date

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.