Deskside Support Technician

Diamondpick

Candidate needs to be very strong in ServiceNow Ticket Management

Deskside Support Technician

Position Overview

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:
- Laptops, desktops, docking stations, and mobile devices, including both Windows and Mac OS devices
- Microsoft 365 applications and enterprise tools
- 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:
- New hire onboarding (device build, setup, Day 1 readiness)
- Equipment refreshes and replacement
- 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:
- Incident response times
- 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

Qualifications

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

Working Environment

Enterprise office environment supporting a large, distributed user base
High-volume ServiceNow queue with SLA-driven performance expectations
Close collaboration with:
- Service Desk (remote support)
- Engineering teams
- Third-party vendors and suppliers

Apply

Vacancy posted 14 hours ago

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