IT Service Support Analyst

AstraZeneca plc; Cambridge (MA); On-site; USD 64,000 - 96,000; Full time

Job summary

AstraZeneca plc is seeking an IT Service Support Analyst to provide hands-on technical and service support to business teams. The role emphasizes delivering reliable IT services, resolving issues, and ensuring high customer satisfaction in a structured, compliant environment.

You will work with internal IT teams and external suppliers to install, configure, and maintain IT services while adhering to SLAs and quality standards. A strong customer-service mindset is essential.

Qualifications

• Bachelor's degree in computer science, engineering, information technology, information systems, business, or related field.
• At least two years of relevant IT service support experience.
• Relevant vocational qualifications or certifications in IT service support.

Responsibilities

• Deliver day-to-day technical and service support for IT services.
• Diagnose and resolve issues; escalate when needed.
• Support colleagues and customers across multiple channels.
• Coordinate planned activities with internal teams and suppliers.
• Monitor SLAs and customer satisfaction; report on performance.
• Identify process improvements and implement practical changes.
• Build relationships with IT teams, stakeholders, and suppliers.

Skills

Bachelor's degree

IT service support experience

Supplier management

Customer service

Education

Bachelor's degree or equivalent

High school diploma + experience

Job description

IT Service Support Analyst

Help Deliver Reliable Technology and an Excellent Support Experience

We are looking for an IT Service Support Analyst who is passionate about solving problems, supporting people, and helping technology work effectively.

In this role, you will provide hands‑on technical and service support to business teams. You will help install, configure, administer, and maintain IT services while ensuring that incidents and requests are handled efficiently and in line with service‑level agreements. You will also have opportunities to recommend improvements, collaborate with suppliers and global teams, and contribute to a consistently positive customer experience. This is an excellent opportunity for someone who combines technical knowledge with strong customer‑service skills and enjoys working in a structured, quality‑focused environment.

What You Will Do

• Deliver day‑to‑day technical and service support, including the installation, configuration, administration, and maintenance of IT services.
• Diagnose and resolve technical issues independently, escalating complex problems to the appropriate teams when needed.
• Support colleagues and customers through multiple communication and service channels.
• Gather internal customer requirements and help coordinate planned activities and services.
• Manage work in accordance with established processes for incident, request, problem, change, knowledge, and release management.
• Monitor service delivery against relevant SLAs and customer‑satisfaction expectations.
• Review policies and processes, identify opportunities for improvement, and recommend practical changes.
• Analyze issues across IT services and prepare reports that support informed decision‑making and continuous improvement.
• Coordinate logistics and service activities with third‑party suppliers and service providers.
• Build effective working relationships with internal IT teams, business stakeholders, service providers, suppliers, and external networks.

What You Will Bring

Essential Qualifications and Experience

• A bachelor's degree in computer science, engineering, information technology, information systems, business, or a related discipline, plus at least two years of relevant experience.
• Alternatively, a high school education combined with relevant professional experience.
• Relevant vocational qualifications or certifications applicable to IT service support.
• Previous experience supporting IT service delivery.
• Experience working with external suppliers and supplier‑provided solutions.
• Experience providing technical customer service or consulting in a quality and compliance‑focused environment.

Desirable Experience

• Experience working in a global organization with geographically dispersed teams and stakeholders.
• Previous experience in a customer‑service environment or another service‑oriented delivery role.

What Will Help You Succeed

• Approach technical problems with curiosity, structure, and persistence.
• Communicate technical information clearly to colleagues with different levels of IT knowledge.
• Take ownership of incidents and service requests from initial contact through resolution or escalation.
• Balance speed, quality, compliance, and customer satisfaction.
• Work confidently with internal teams, external suppliers, and geographically distributed stakeholders.
• Look for opportunities to improve processes rather than simply maintaining the status quo.
• Stay organized while managing multiple priorities and support channels.

Why Join Us?

This role offers the opportunity to build broad experience across IT service support while working with business teams, technical specialists, service providers, and external suppliers.

You will contribute not only to resolving immediate issues, but also to improving the processes and services that shape the overall technology experience. If you enjoy helping people, investigating technical challenges, and delivering dependable service, we would like to hear from you.

The annual base pay for this position ranges from $64,028.80 - $96,043.20 USD Annual. Our positions offer eligibility for various incentives—an opportunity to receive short‑term incentive bonuses, equity‑based awards for salaried roles and commissions for sales roles.

• qualified retirement programs
• paid time off (i.e., vacation, holiday, and leaves)
• health, dental, and vision coverage in accordance with the terms of the applicable plans

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.