IT Technical Support

Are you ready to be the face of IT that keeps science, manufacturing and delivery moving at pace? In this role, you are the first point of contact for colleagues across our sites, providing hands-on support that restores productivity quickly and keeps critical work on track. Every conversation you lead, every issue you triage, and every device you manage helps our teams focus on what matters most—bringing medicines to patients faster and more reliably.

You will join a high-energy, customer-facing service where curiosity, clear communication and pragmatism are valued. You will work in a modern walk-up environment, using ServiceNow and partnering closely with specialist teams to resolve issues and remove obstacles. Do you thrive on solving problems in the moment and seeing the direct impact of your work on colleagues’ day-to-day success?

This is a place to build a long-term, varied career across a global network. You will learn from adjacent teams, deepen your technical craft, and shape how on-site IT support operates—combining disciplined execution with continuous improvement.

Accountabilities:
- Customer Frontline Support: Act as the primary contact and “face of IT,” delivering a welcoming, engaging service that sets the tone for an excellent customer experience.
- Needs Analysis and Solutioning: Analyze customer needs using strong analytical skills to propose appropriate, innovative solutions that restore productivity quickly.
- AskIT Desk Triage and Fast Fixes: Triage technical queries and resolve those that can be addressed rapidly at the walk-up AskIT desk within agreed time frames.
- Cross-Team Incident Resolution: Liaise with other IT teams as needed to progress and resolve faults, keeping customers fully informed of next steps.
- ServiceNow Ticketing and Communications: Record all customer interactions in ServiceNow, ensuring accurate, timely updates and clear documentation.
- Escalation Management: Manage, minimize and appropriately escalate issues, remaining calm and professional in situations of conflict.
- Asset and Loaner Management: Maintain and manage the AskIT asset inventory; track and record BorrowIT items to ensure visibility and accountability.
- Device Trial Stewardship: Ensure TryIT devices are secured, logged in, charged and available during business hours for customers to use.
- Returns Processing: Process ReturnIT equipment in line with Asset Management obligations, ensuring data security and lifecycle integrity.
- SOP Adherence and Service Excellence: Operate the AskIT service in accordance with global SOPs, meeting quality and compliance expectations.
- Onboarding and Offboarding Support: Support local onboarding and offboarding IT processes to deliver a smooth, positive IT experience for joiners and leavers.
- Brand Representation: Wear the AskIT branded uniform and professionally represent the AskIT brand and OneIT experience at all times.

Essential Skills/Experience:
- Experience working as part of a customer-facing team, acting as the main connection between customers and IT processes, tools and groups.
- Proven ability to act as the primary contact for customers as the “face of IT,” promoting a welcoming and engaging service.
- Strong analytical skills to assess customer needs and develop appropriate, innovative solutions.
- Experience triaging technical queries and resolving issues quickly at a walk-up or service desk within agreed time frames.
- Ability to liaise effectively with other IT teams to resolve faults, keeping customers fully updated on next steps.
- Proficiency in recording all customer interactions as tickets within ServiceNow.
- Ability to manage and minimize escalations while staying calm in situations of conflict.
- Experience maintaining and managing an IT asset inventory, including tracking and recording loaned (BorrowIT) items.
- Experience ensuring trial (TryIT) devices are secured, logged in, charged and available during business hours for customer use.
- Experience processing returned (ReturnIT) IT equipment in line with Asset Management obligations.
- Demonstrated adherence to operating a service in accordance with global SOPs.
- Experience supporting local onboarding and offboarding IT processes to drive a successful IT experience.
- Professional conduct in branded uniform, representing the AskIT brand and OneIT experience.

Desirable Skills/Experience:
- Troubleshooting experience across Windows, macOS, iOS and Android devices; strong knowledge of common productivity tools such as Microsoft 365 and Teams.
- Familiarity with endpoint management, device imaging, and hardware lifecycle practices.
- Experience with audiovisual support for meeting spaces and events.
- Working knowledge of networking fundamentals, identity and access management, and security best practices.
- ITIL Foundation certification or similar service management knowledge.
- Advanced ServiceNow user skills or relevant certifications.
- Experience supporting users in laboratory, manufacturing, or regulated environments.
- Comfort operating in a global, multi-site organization; additional language proficiency is a plus.

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge
perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

Why AstraZeneca:
Your work keeps a vital, complex network running—linking science, manufacturing and delivery with the technology that enables it all. You will collaborate in environments where unexpected teams come together to solve real problems, using modern tools and data to drive speed and reliability. We balance high ambition with genuine support, valuing kindness alongside accountability, and we invest in skills that help you grow across our global footprint. From digitized facilities to sustainable practices, your contribution will help deliver medicines to more people, more quickly, while you build a career shaped by continuous learning and meaningful impact.

Call to Action:
Step into a high-impact frontline IT role—apply today to help colleagues move faster, solve smarter and deliver life-changing medicines with confidence.

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.