IT Service Support Specialist — Equity Eligible & Impact

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

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.