Senior Administrator - Desk Side Services, AMT Asset Management Software
United Kingdom
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Job Description
Senior Administrator - Desk Side Services, AMT Asset Management Software
Greater London, England

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\\r\\n• Manage and resolve incidents and service requests using ServiceNow ITSM platform\\r\\n• Accurately log, categorize, and update tickets with required details throughout the lifecycle\\r\\n• Prioritize tickets based on business impact and urgency, ensuring SLA compliance\\r\\n• Escalate issues to appropriate resolver groups when required\\r\\n• Monitor assigned queue and maintain ticket ownership until resolution\\r\\n________________________________________\\r\\nEnd-User Support (Onsite & Remote)\\r\\n• Provide deskside and remote support for: \\r\\no Laptops, desktops, docking stations, and mobile devices, including both Windows and Mac OS devices\\r\\no Microsoft 365 applications and enterprise tools\\r\\no Intune, Azure and Entra knowledge and understanding\\r\\n• Troubleshoot hardware and software issues and restore service quickly\\r\\n• Deliver high-touch support aligned with Allianz customer experience expectations\\r\\n________________________________________\\r\\nDevice Deployment & Lifecycle (IMAC / JML)\\r\\n• Perform IMAC activities (Install, Move, Add, Change) for end-user devices\\r\\n• Support Joiner/Mover/Leaver (JML) processes, including: \\r\\no New hire onboarding (device build, setup, Day 1 readiness)\\r\\no Equipment refresh and replacement\\r\\no User offboarding and asset recovery\\r\\n• Image, configure, and deploy devices using standard enterprise builds\\r\\n________________________________________\\r\\nOnsite Operations & Smart Hands Support\\r\\n• Act as onsite IT point of contact for end users and local business units\\r\\n• Provide “smart hands and eyes” support for infrastructure teams (network, server, telephony, printers)\\r\\n• Coordinate with Service Desk, engineering, and vendor teams for issue resolution\\r\\n• Support hardware break/fix, vendor repairs, and logistics coordination\\r\\n________________________________________\\r\\nSLA & Performance Compliance\\r\\n• Meet or exceed defined ServiceNow SLAs, including: \\r\\no Incident response times\\r\\no Resolution timelines (MTTR targets)\\r\\n• Maintain high ticket quality and documentation standards\\r\\n• Support reporting accuracy by ensuring tickets are properly updated and closed\\r\\n________________________________________\\r\\nDocumentation & Continuous Improvement\\r\\n• Document troubleshooting steps, fixes, and processes in knowledge base\\r\\n• Identify recurring issues and support root cause analysis\\r\\n• Monitor ticket trends and recommend process or service improvements\\r\\n• Contribute to operational documentation and service communications

Skill Requirements

Required\\r\\n• Experience in enterprise deskside or IT support environment\\r\\n• Hands-on experience with ServiceNow or similar ITSM tools\\r\\n• Knowledge of Windows OS, laptops, mobile devices, and enterprise applications\\r\\n• Knowledge of Mac OS, laptops, mobile devices, and enterprise applications\\r\\n• Experience working in SLA-driven support environments\\r\\n• Customer-focused with excellent communication skills\\r\\nPreferred\\r\\n• Experience supporting Allianz or similar large enterprise environments\\r\\n• Familiarity with endpoint management tools and device imaging\\r\\n• Exposure to ITIL processes (Incident, Problem, Change Management)\\r\\n________________________________________\\r\\nKey Skills\\r\\n• Strong troubleshooting and problem-solving ability\\r\\n• Ability to manage multiple tickets in a high-volume queue\\r\\n• Strong prioritization and time management skills\\r\\n• Ability to work independently and collaboratively

Other Requirements

Required\\r\\n• Experience in enterprise deskside or IT support environment\\r\\n• Hands-on experience with ServiceNow or similar ITSM tools\\r\\n• Knowledge of Windows OS, laptops, mobile devices, and enterprise applications\\r\\n• Knowledge of Mac OS, laptops, mobile devices, and enterprise applications\\r\\n• Experience working in SLA-driven support environments\\r\\n• Customer-focused with excellent communication skills\\r\\nPreferred\\r\\n• Experience supporting Allianz or similar large enterprise environments\\r\\n• Familiarity with endpoint management tools and device imaging\\r\\n• Exposure to ITIL processes (Incident, Problem, Change Management)\\r\\n________________________________________\\r\\nKey Skills\\r\\n• Strong troubleshooting and problem-solving ability\\r\\n• Ability to manage multiple tickets in a high-volume queue\\r\\n• Strong prioritization and time management skills\\r\\n• Ability 
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.