IT Support Engineer

• Delivery of local onsite and remote support for AstraZeneca personnel.
• Responsible for the support and resolution of Incidents and Requests.
• Reviewing incident and request ticket queues within the ITSM system and acting accordingly.
• Responsible for Priority and Major Incidents impacting the site.
• Provide periodical training, coaching, knowledge sharing and mentoring across the team to peers and users.
• Deliver service improvement.
• Support local \ global initiatives \ project – related to ETS
• Managing local IT asset inventory and infrastructure (ITAM).
• Identify and deliver continuous service improvement opportunities.
• This position is to be based in Mutiara Damansara only and may have requirements to support beyond working hours.
• Generate Weekly \ Monthly Reporting.
• Responsible for providing advanced technical assistance and consultation on various information technology platforms which L1 is unable to resolve.
• Assist IT Manager in managing local team in certain areas.

Role purpose

• Delivery of local onsite and remote support for AstraZeneca personnel.
• Responsible for the support and resolution of Incidents and Requests.
• Reviewing incident and request ticket queues within the ITSM system and acting accordingly.
• Responsible for Priority and Major Incidents impacting the site.
• Provide periodical training, coaching, knowledge sharing and mentoring across the team to peers and users.
• Deliver service improvement.
• Support local \ global initiatives \ project – related to ETS
• Managing local IT asset inventory and infrastructure (ITAM).
• Identify and deliver continuous service improvement opportunities.
• This position is to be based in Mutiara Damansara only and may have requirements to support beyond working hours.
• Generate Weekly \ Monthly Reporting.
• Responsible for providing advanced technical assistance and consultation on various information technology platforms which L1 is unable to resolve.
• Assist IT Manager in managing local team in certain areas.

Role Responsibility

Key Areas

1. Business Engagement

• Ability to build strong relationships with AstraZeneca internal customers face to face and via digital channels.
• A welcoming and open personality that engages business users and through responsiveness and consistency earns their trust and respect
• Encourage others to focus on the customer, identifying potential improvements to service.

2. Service Delivery

• Provides professional, high quality customer service to internal employees.
• Required to perform duties in a fast-paced office environment
• Conducts training with peers and other employees such as IT clinics.
• Provides walk up and desktop support to AstraZeneca staff
• Keeps track of workload and adheres to incident & request management processes using the ITSM tool Service Now.
• Helps to develop and document technical processes and procedures converting them to reusable knowledge articles and documents
• May be required to participate in rotational, on-call Support service providing remote and onsite support after-hours.
• Escalates critical IT-related issues according to Critical Incident Management process
• Provides a site-based point of contact for global teams (Hands & Eyes)
• Provision of out of hours (weekend and evening) support.
• Ensures that all requests for support are dealt with according to set standards and procedures.
• To perform any task deemed necessary by the line management to maintain smooth running of support.
• Perform physical activities on-site where necessary (for example, Cable patching, replacing hardware components)
• Monitors for, and acts upon, Incidents escalated through the ITSM toolset. Ensures that all their written communication stored in the ITSM toolset is both informative and professional.
• Uses own initiative to solve problems in a systematic, disciplined, and analytical manner
• Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures.
• Strictly following the agreed change control procedures, Implements agreed changes in relation to Incidents and Requests
• Diagnoses incidents according to agreed procedures. Investigates root cause of incidents and seeks resolution. Escalates unresolved incidents prior to SLA failure.
• Makes a significant contribution to the investigation, diagnosis and resolution of issues classed as Problems.
• Responsible for supporting and managing local IT services to a high standard ensuring data security, availability, and integrity of business data.
• Drafts and maintains proce