VIP Tech Support

This role has responsibility for VIP IT support for the SET and SET-1 community based on site and remotely and works closely with technical leadership.

VIP IT Support - The AZ IT VIP Service is provided to the AstraZeneca business to support our top Executive team with white glove technical support anywhere in the world they may need assistance.The VIP Global service will cover 24x7 support for this limited group of executives. The service will be provided at AZ Campus sites as a normal practice. However, to properly provide the VIP support, travel to alternate sites or locations may be required at any time.

The service will go to the executive whenever practical. The normal hours of coverage of the service is based on the hours of the AZ Campus where provided. However, as VIP is a 24x7 Global service, the service will provide additional coverage for non-site hours. With Global reach, the service will use a follow the sunmethodology when appropriate. 

This role is expected to be the authority in the ways of working for our VIP personnel and is part of the VIP Support network and Regional VIP Support Team.  They will be an authority for the technology and tools used  by the VIP personnel, including ensuring appropriate trainingisgiven and up-to-date and relevant for theirday-to-day activities.

Key Accountabilities:

• The role holder will take full ownership of Executive Incidents. Lead them to resolution directly or by engagement with other IT service teams.

• The role holder has Service Ownership which includes: 24x7 Support for Executive Customers, including senior level executive home office support, support while traveling, and high touch support for their Office Assistants. Must handle time flexibly to best suite the schedule of Executives.

• The role holder will need to install, configure, and solve desktop systems, workstations, network, and audio/visual issues in a regulated environment, providing technical support for meetings held by senior level executives.

• The role holder needs knowledge of and preparedness of all IT changes and policies that may affect Executive workflow.

• The role holder will measure and supervise customer experience and ongoing satisfaction for the VIP service and normal onsite support provided to VIPs, providing continuous service improvement activities to address issues or concerns with VIP Services and support.

• This role may support more than one location and be at the country level.

• Provide support to the broaderVIP Support Team with regular input to key discussions or project update meetings when there are new, changed or service improvements running, especially where this relates to VIP personnel.

• They will report to their local Site IT Technical Lead.

Key Responsibilities: 

• Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to, particularly with VIPs.

• Work with a high level of discretion with our VIPs

• Work closely with the Site IT Technical Lead to monitor, analyse and review Tier Reporting and Dashboards to ensure we maintain service levels and deliver increased value.

• Ensure use of global dashboards with local data, restrict and reduce local duplicative reporting.

• Support reviews of existing processes, procedures and performance measures as appropriate.

Function / Team / Location / Collaborators

• TheVIP Support person will be a member of aSite IT Technical Team and collaborates with theSite IT Technical Lead.They may also support other sites and have dotted line to their Site IT Technical Lead personnel for VIP visits.

• The key team members for this role are:

• Head of Global IT Service & Experience

• Service Experience Director

• IT Service Managers

• 
  IT Workplace & Tools Service Owners

• Regional IT Technical Directors

• Executive Assistant community

Essential Skills & Experience required:

• Fluent in local site language (written and spoken) as well as Fluent in English (written and spoken).

• Minimum of High School Diploma

• Minimum of 5 years of relevant experience

• Higher level qualification or demonstrable experience in information technology or business and process management.

• A passion for delivering extraordinary service continually challenging and inspiring change in pursuit of the experience.

• Confirmed technical know-how and ability to pick things up quickly and assimilate information.

• Experience in guiding and coaching others to support their ability to perform well in their role.

• Strong knowledge of key ITIL Processes and their interoperability.

• Superb attention to detail.

• Ability to review and process information to produce findings/insights supporting decision making.

• Positive approach to learning new tools, technologies or processes as required for the role.

• Ability to work multi-functionally in diverse, multinational teams, across time zones.

• A self-starter with high levels of drive, energy, resilience, a can-do attitude and willingness to take the initiative. 

• Solid ability to handle challenging priorities to successful delivery and working to deadlines.

• Solid experience of ServiceNow ITSM Toolset or similar.

• Ability to communicate effectively with the senior level executives using excellent verbal/written communication skills.

• Working knowledge of Apple products (MacBook, iPAD, iPhone)

Desirable capabilities and skills: 

• Demonstrable experience of supporting service improvements

• Customer Service background or accreditation desirable

• ITIL Foundation Accreditation desirable