IT Servicedesk Specialist
Candidate requirements :
Desired Technical Skills :
Job Description :
When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
Provide initial assessment of urgency and business impact on all support calls.Manage service requests, software installations, new computer setups, upgrades, etc.
Record incident resolutions in the Help Desk Ticketing system ServiceNow Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
Serves as the local point of contact for technology problem management and resolution.Performs in-person and remote troubleshooting as escalates support issues as required.
Assists with installation, maintenance, security, operation and administration of IT infrastructurePerforms troubleshooting (Computer / Phone / Printers and other devices) and escalates support issues as required.
Supports standard endpoint software suite (Windows 10, Microsoft Office 365, OneDrive, Skype for Business, Microsoft Teams, etc.
Installs, configures and deploys computer endpointsTrains and guides users in use of equipment, operating systems and applications.
Assists with defining requirements, recommending solutions and implementing desired solutions.Performs other duties as assigned.
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.