Job Summary
The Deskside Support Technician provides onsite IT support in a ServiceNow-driven, SLA-managed enterprise environment supporting Allianz business units. This role focuses on incident resolution, device lifecycle management, and delivering a high-quality end-user experience while adhering to defined ITSM processes and performance metrics.
Key Responsibilities
ServiceNow Ticket Management • Manage and resolve incidents and service requests using ServiceNow ITSM platform • Accurately log, categorize, and update tickets with required details throughout the lifecycle • Prioritize tickets based on business impact and urgency, ensuring SLA compliance • Escalate issues to appropriate resolver groups when required • Monitor assigned queue and maintain ticket ownership until resolution ________________________________________ End-User Support (Onsite & Remote) • Provide deskside and remote support for: o Laptops, desktops, docking stations, and mobile devices, including both Windows and Mac OS devices o Microsoft 365 applications and enterprise tools o Intune, Azure and Entra knowledge and understanding • Troubleshoot hardware and software issues and restore service quickly • Deliver high-touch support aligned with Allianz customer experience expectations ________________________________________ Device Deployment & Lifecycle (IMAC / JML) • Perform IMAC activities (Install, Move, Add, Change) for end-user devices • Support Joiner/Mover/Leaver (JML) processes, including: o New hire onboarding (device build, setup, Day 1 readiness) o Equipment refresh and replacement o User offboarding and asset recovery • Image, configure, and deploy devices using standard enterprise builds ________________________________________ Onsite Operations & Smart Hands Support • Act as onsite IT point of contact for end users and local business units • Provide “smart hands and eyes” support for infrastructure teams (network, server, telephony, printers) • Coordinate with Service Desk, engineering, and vendor teams for issue resolution • Support hardware break/fix, vendor repairs, and logistics coordination ________________________________________ SLA & Performance Compliance • Meet or exceed defined ServiceNow SLAs, including: o Incident response times o Resolution timelines (MTTR targets) • Maintain high ticket quality and documentation standards • Support reporting accuracy by ensuring tickets are properly updated and closed ________________________________________ Documentation & Continuous Improvement • Document troubleshooting steps, fixes, and processes in knowledge base • Identify recurring issues and support root cause analysis • Monitor ticket trends and recommend process or service improvements • Contribute to operational documentation and service communications
Skill Requirements
Required • Experience in enterprise deskside or IT support environment • Hands-on experience with ServiceNow or similar ITSM tools • Knowledge of Windows OS, laptops, mobile devices, and enterprise applications • Knowledge of Mac OS, laptops, mobile devices, and enterprise applications • Experience working in SLA-driven support environments • Customer-focused with excellent communication skills Preferred • Experience supporting Allianz or similar large enterprise environments • Familiarity with endpoint management tools and device imaging • Exposure to ITIL processes (Incident, Problem, Change Management) ________________________________________ Key Skills • Strong troubleshooting and problem-solving ability • Ability to manage multiple tickets in a high-volume queue • Strong prioritization and time management skills • Ability to work independently and collaboratively
Other Requirements
Required • Experience in enterprise deskside or IT support environment • Hands-on experience with ServiceNow or similar ITSM tools • Knowledge of Windows OS, laptops, mobile devices, and enterprise applications • Knowledge of Mac OS, laptops, mobile devices, and enterprise applications • Experience working in SLA-driven support environments • Customer-focused with excellent communication skills Preferred • Experience supporting Allianz or similar large enterprise environments • Familiarity with endpoint management tools and device imaging • Exposure to ITIL processes (Incident, Problem, Change Management) ________________________________________ Key Skills • Strong troubleshooting and problem-solving ability • Ability to manage multiple tickets in a high-volume queue • Strong prioritization and time management sk