L2 Deskside Support Technician

Primary Skill 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