Job Description

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

• 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

Skill Requirements

• 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

• 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