IT Services

**High Level Function and Role Overview**

The role would be primarily involve providing technical assistance and support to users who require assistance with their IT services, as well as being responsible for maintaining and responding to issues related ETS related service i.e office IT infrastructure services, OnSiteIT services, Operations.. etc

This position acts as the single point of contact for escalation of ctritical issues and proactively drive initiatives to ensure robust and resilient overall IT service.

The function is supported by regional \ global delivery teams underpinned by Global Capability group.

**Key accountabilities/responsibilities**
- Highest levels of user experience.
- Proactively manage expectations and enable colleagues to exploit our services at a site

level through communication, education and awareness
- Attain service performance levels of locally owned services, utilising standardised dashboards and visual performance management techniques to see daily, weekly and monthly service attainment, risks and issues and linkage to service improvement plans.
- Operate a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities
- Acting as an escalation points.
- Oversee/manage lifecycle management of local infrastructure.
- Delivery of asset build/provision.
- Support project planning and delivery for site impact and change. Assist with requirements gathering, impact assessment, project planning and ultimate delivery into a site, calling out appropriate niche needs and/or resource.
- Support project delivery of any site footprint changes, including site expansions or reductions and put demand into delivery organisation.
- Ensure IT is carried out in a compliant manner in the site, including asset management, SOx, GxP and IT security, internal and external assurance activities.
- Partner with IT Quality Management & IT Security experts to ensure input of specialist knowledge for compliance aligned with regulatory requirements, customer expectations and IT strategy.
- Champion the use of ETS technology and service catalogue
- Site roadmap
- Identify and discuss opportunities for non ETS supported Infrastructure & devices to global ETS standards & support scope
- Drive a culture of self-service and use of global workflows to drive further efficiencies across the site.
- Build strong relationships with key stakeholders
- Responsible for Site IT Management, providing leadership and a point of accountability for Workplace services
- Lead a team of IT deskside team, responsible for the delivery of IT services to agreed Service Levels and customer satisfaction requirements.
- Provide leadership and input to the implementation of Service Improvement Plans. Manage the implementation and monitor progress.
- Work with Regional and Global workplace teams to establish and provide a responsive, customer focused Workplace IT service at a particular site.
- Acts as a key escalation point for high-priority service level failures, and drive the resolution of issues in line with AstraZeneca business critical priorities working closely with the AZ Operations Center /BSOC.
- Manage IT life cycle management - devices, network ,..etc
- Liaise with Customer Facing teams to oversee monitoring of customer satisfaction levels and assure that identified issues are addressed - escalating as appropriate.
- Interact with Customer Facing teams to drive the implementation of effective communications with regards to service related matters.
- Ensure internal and external assurance activities are executed, and review outputs.
- Ensure that service delivery performance against KPI\ SLAs is analysed and the data used to benchmark future KPI\SLAs.
- Work across IT functional boundaries to present a coordinated, consistent service delivery into AZ business areas.
- Where required ; provides hands on support.
- Direct management of the IT Deskside team (e.g. IT Onsite Specialist, IT Onsite Engineer and IT Onsite Service support).
- Tertiary qualification in information technology, computer science or relevant IT field
- Additional certification in Microsoft, Cisco or similar technologies is a plus
- 2- 3 yrs proven work experience in an end user environment as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, IT team lead or similar role
- Good understanding and hands-on experience with computer systems, mobile devices, networks. MS products.. etc
- Able to work under mínimal supervision \ independently
- 1 year of working experience in IT Service Delivery teams and processes in an ITIL based environment would be an added advantage
- 1 year of working in a multicultural environment (day to day operations consist of working with ppl in India, UK, China.. etc) would be an added advantage
- Ability to work effectively in a matrix organization
- Experience in team management
- Ability to analyze requests or issues and provide the b