Senior Administrator - Desk Side Services, AMT Asset Management Software

Job Summary

The Deskside Support Technician provides onsite IT support in a Service Now-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 Service Now 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 Service Now or similar ITSM tools

• Knowledge of Windows OS, laptops, mobile devices, and enterprise applications

• Knowledge of Mac OS, laptops, mobile devices, and enterprise applications