IT Analyst

ASTRAZENECA UK LIMITED; City of Westminster; Presencial; GBP 32.000 - 46.000; Jornada completa

Descripción de la vacante

ASTRAZENECA UK LIMITED is seeking a proactive IT service desk professional to be the trusted first point of contact for colleagues across the UK. You will provide first- and second-line support via phone, chat and desk-side channels, own incidents through to resolution, and contribute to IT projects that improve adoption and reliability.

You will run training sessions, create practical how-to guides, and build confidence with core platforms from CRM to data analytics environments.

Formación

• Degree-level education in information technology or related field.
• Experience diagnosing and resolving IT, device, software, access or connectivity issues.
• Strong customer-service orientation and commitment to user experience.

Responsabilidades

• Provide first- and second-line IT support via phone, chat, service desk, Genius Bar and desk-side channels.
• Own incidents through resolution or escalation.
• Run training sessions and create simple how-to guides.

Conocimientos

First- and second-line IT support

Customer service

Communication

Work under pressure

Ticketing systems

Educación

IT degree or equivalent

Herramientas

ServiceNow/ticketing platforms

CRM / Analytics tools

Descripción del empleo

Are you ready to turn frontline technology support into a catalyst for better decisions, faster science and ultimately improved patient outcomes? Join us to be the trusted first point of contact for colleagues across the UK, resolving issues quickly and enabling them to get the most from our digital tools and platforms. In this role, you will provide dependable first- and second-line support across telephone, live chat, service desk, Genius Bar and desk-side channels. You will own incidents through to resolution or effective escalation, support hardware break fix activity, and contribute to IT projects that drive adoption and continuous improvement. You will also help colleagues build confidence with our core platforms by running training sessions and creating simple, practical how-to guides. From day one, you will be supported to become a platform expert across a wide range of technologies, from CRM and collaboration tools to data cloud and analytics environments. How would you turn a tricky incident into a learning moment that lifts adoption across the business? If you thrive on solving problems, staying calm under pressure and making technology work better for everyone, this is your next step. Accountabilities: Service Desk Excellence: Provide first- and second-line support via phone, chat, service desk, Genius Bar and desk-side channels to minimise disruption and improve user experience. Incident Ownership: Diagnose and resolve common IT, device, software, access and connectivity issues; take full ownership through resolution or effective escalation. Escalation Management: Partner with offshore 2nd line and broader 3rd line teams to elevate underlying or complex issues, ensuring timely, high-quality outcomes. Platform Enablement: Deliver Level 1 system support for core technology platforms, including data quality checks, user access controls and escalation of data alerts to maintain platform integrity. Knowledge Creation: Develop clear how-to guides, videos and process documentation; contribute to technical documentation such as process and data flows to raise colleague self-sufficiency. Training and Adoption: Run targeted training sessions to reinforce best-practice use of tools ahead of business-critical processes, increasing confidence and consistency across teams. Hardware and Release Support: Support hardware break fix, technology upgrades, releases and deployments to keep colleagues productive and protected. Data and Access Stewardship: Refresh databases, grant database access and upload tables; help users address common questions such as extracting data from visualisation tools. Stakeholder Communication: Keep ticket raisers informed with clear, simple updates; maintain accurate service records and uphold agreed service levels. Continuous Improvement: Identify recurring issues, suggest improvements and contribute to better ways of working that enhance reliability, speed and user satisfaction., Here, technology directly accelerates the discovery and delivery of life-changing medicines. You will work with modern platforms and emerging capabilities-from AI and machine learning to advanced analytics and imaging-alongside experts who bring different disciplines together in the same room to spark bold thinking. We are building a digital and data-led enterprise, with the investment and trust to innovate, the freedom to experiment through hackathons and pilots, and the scale to turn ideas into impact for thousands of colleagues and millions of patients. We value kindness alongside ambition, and we collaborate across boundaries so your work in support, enablement and adoption fuels smarter decisions and faster outcomes where it matters most.

• Degree-level education in information technology, computer science, engineering or equivalent relevant experience
• Experience diagnosing and resolving common IT, device, software, access or connectivity issues
• Strong customer-service orientation and commitment to an excellent user experience
• Clear written and verbal communication, with the ability to explain technical information simply
• Ability to organise and prioritise work, use initiative and operate within defined procedures
• Ability to work calmly under pressure in a support environment and meet agreed service levels
• Strong attention to detail and accuracy in maintaining service records
• Must be able to enter and maintain calls in the ticket systems.
• Willingness and ability to learn new systems, software and technologies

Desirable Skills/Experience:

• IT service-management foundation qualification or relevant technical certification
• ServiceNow or equivalent ticket-management platform training
• Relevant Microsoft, cloud, data, analytics or device-support certification
• Experience using ServiceNow or another ticket-management platform
• Awareness of IT service-management concepts including incidents, problems, knowledge, assets and releases
• Experience providing first- or second-line support in a business environment
• Exposure to CRM, data, analytics, cloud or visualisation platforms
• Experience creating user guides, technical documentation or delivering training
• Experience using artificial intelligence language models or rapid development approaches to improve productivity
• Experience supporting technology upgrades, releases or hardware deployments