Onsite Support Service Technician (m/f)

Allianz Technology SE
  • Job Purpose/ Role

    B2B2C is the end to end IT Service provider for Allianz Partners. Located along side the Allianz Partners business in Croydon, we support everything from telephony and the workplace environment through infrastructure, security, and application development.

  • Key Responsibilities

    Within the Onsite Support Team, the Onsite Support Service Technician will carry out a wide variety of day to day support activities in response to raised customer incidents and service requests in the Service Now ticketing tool. ~crlf~ ~crlf~The main objective is to ensure that every user has a fully functioning workplace IT environment they can utilize to perform their day to day activities without issue. ~crlf~ ~crlf~This position is a customer facing role that requires clear, pro-active communication and an individual that is dedicated and driven to achieve customer service excellence.~crlf~ ~crlf~Main Duties~crlf~##To provides technical assistance and support for incoming inquiries and support requests related to Allianz Partners IT tools and applications, IT policy and processes, other software and hardware;~crlf~##To respond to said inquiries by analyzing customer requirements, running diagnostic programs, isolating problems and determining and implementing solutions;~crlf~##To perform staging of desktop PCs, laptops and other access devices (Install, Move, Add and Change) to provide and maintain high standards of performance and security;~crlf~##To use the ticketing software (Service Now) to track tickets, check their status and provide updates overall and in own designated queue regarding the resolution process at all times until tickets are resolved;~crlf~##To resolve incidents and service requests as per defined help desk procedures, documenting new activities and procedures as they arise for inclusion in team knowledge base;~crlf~##To answer incoming telephone calls and emails, place outgoing calls and emails, and then document all interactions via ticketing software;~crlf~##To escalate when appropriate service requests and issues not being progressed as needed promptly, effectively and in accordance with team policies and procedures;~crlf~##To liaise and work with remote service delivery support teams to ensure required services are provided to the end customer in order to resolve reported incidents and service requests;

  • Key Requirements/ Skills

    Qualities and Skills Required~crlf~~crlf~##Able to demonstrate the ability to undertake the above responsibilities;~crlf~##Legally able to work in the UK and available to travel on occasion if required;~crlf~##Experience with Microsoft Windows OS, iOS/Android devices and Service/Help Desk ticket management software;~crlf~##Experience in IT Service / Support Delivery with a minimum of 2 years in a previous similar role;~crlf~##Understanding of ITIL disciplines; ~crlf~##Excellent communication and relationship building skills with the ability to clearly communicate to colleagues and the end user community at all times;~crlf~##A passion for achieving Customer Service Excellence;~crlf~ ~crlf~Further Requirements~crlf~##Excellent written and verbal communication skills (in English language);~crlf~##Willingness to support colleagues and mentor junior staff;~crlf~##Team player, able to work under pressure and meet deadlines;~crlf~##Reliable and able to demonstrate a high degree of flexibility including shift and out of hours working;~crlf~##Experience of working with remote third parties and third party delivered services;~crlf~##Able to see issues from the customer’s perspective, accurately assess urgency of requests and respond accordingly;~crlf~##Able to manage sensitive and sometimes confidential information;~crlf~##Self-motivation and able to take responsibility with high levels of ethics, integrity and professionalism;~crlf~##Advanced level of self-organisational skills with the ability to manage and prioritize own tasks and time efficiently;~crlf~##Able to demonstrate initiative and a proactive approach to daily tasks;~crlf~##Able to ask probing questions and solve problems;

  • Additional Information

    Please note that the mandatory application document is the CV, all other files such as Cover Letter for the position, University Transcripts, Diploma and Employer Testimonials/References are advisable and desired by the Hiring Department for a more comprehensive application assessment.

  • About Allianz

    Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 88 million private and corporate customers and more than 140,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.

    At the core of the Group’s strength lies digitalization and its promise of growth opportunities through a ‘digital by default’ strategy. Allianz Technology SE is the principal driver behind transforming Allianz into a digital group – a quest to which nearly 7,500 Allianz Technology SE employees around the globe have committed themselves. Allianz Technology SE equips the Group with the most cutting edge digital solutions in the industry, bringing Allianz to the fingertips of its customers. At Allianz Technology SE , innovation is more than a buzzword; it is the business of the day, every day.

    We are interested in your strengths and experience. This means that we welcome all applications, irrespective of other characteristics such as gender, ethnic background, origin or any disability.~crlf~~crlf~

Job Purpose/ Role

B2B2C is the end to end IT Service provider for Allianz Partners. Located along side the Allianz Partners business in Croydon, we support everything from telephony and the workplace environment through infrastructure, security, and application development.

Key Responsibilities

Within the Onsite Support Team, the Onsite Support Service Technician will carry out a wide variety of day to day support activities in response to raised customer incidents and service requests in the Service Now ticketing tool. ~crlf~ ~crlf~The main objective is to ensure that every user has a fully functioning workplace IT environment they can utilize to perform their day to day activities without issue. ~crlf~ ~crlf~This position is a customer facing role that requires clear, pro-active communication and an individual that is dedicated and driven to achieve customer service excellence.~crlf~ ~crlf~Main Duties~crlf~##To provides technical assistance and support for incoming inquiries and support requests related to Allianz Partners IT tools and applications, IT policy and processes, other software and hardware;~crlf~##To respond to said inquiries by analyzing customer requirements, running diagnostic programs, isolating problems and determining and implementing solutions;~crlf~##To perform staging of desktop PCs, laptops and other access devices (Install, Move, Add and Change) to provide and maintain high standards of performance and security;~crlf~##To use the ticketing software (Service Now) to track tickets, check their status and provide updates overall and in own designated queue regarding the resolution process at all times until tickets are resolved;~crlf~##To resolve incidents and service requests as per defined help desk procedures, documenting new activities and procedures as they arise for inclusion in team knowledge base;~crlf~##To answer incoming telephone calls and emails, place outgoing calls and emails, and then document all interactions via ticketing software;~crlf~##To escalate when appropriate service requests and issues not being progressed as needed promptly, effectively and in accordance with team policies and procedures;~crlf~##To liaise and work with remote service delivery support teams to ensure required services are provided to the end customer in order to resolve reported incidents and service requests;

Key Requirements/ Skills

Qualities and Skills Required~crlf~~crlf~##Able to demonstrate the ability to undertake the above responsibilities;~crlf~##Legally able to work in the UK and available to travel on occasion if required;~crlf~##Experience with Microsoft Windows OS, iOS/Android devices and Service/Help Desk ticket management software;~crlf~##Experience in IT Service / Support Delivery with a minimum of 2 years in a previous similar role;~crlf~##Understanding of ITIL disciplines; ~crlf~##Excellent communication and relationship building skills with the ability to clearly communicate to colleagues and the end user community at all times;~crlf~##A passion for achieving Customer Service Excellence;~crlf~ ~crlf~Further Requirements~crlf~##Excellent written and verbal communication skills (in English language);~crlf~##Willingness to support colleagues and mentor junior staff;~crlf~##Team player, able to work under pressure and meet deadlines;~crlf~##Reliable and able to demonstrate a high degree of flexibility including shift and out of hours working;~crlf~##Experience of working with remote third parties and third party delivered services;~crlf~##Able to see issues from the customer’s perspective, accurately assess urgency of requests and respond accordingly;~crlf~##Able to manage sensitive and sometimes confidential information;~crlf~##Self-motivation and able to take responsibility with high levels of ethics, integrity and professionalism;~crlf~##Advanced level of self-organisational skills with the ability to manage and prioritize own tasks and time efficiently;~crlf~##Able to demonstrate initiative and a proactive approach to daily tasks;~crlf~##Able to ask probing questions and solve problems;

Additional Information

Please note that the mandatory application document is the CV, all other files such as Cover Letter for the position, University Transcripts, Diploma and Employer Testimonials/References are advisable and desired by the Hiring Department for a more comprehensive application assessment.

About Allianz

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 88 million private and corporate customers and more than 140,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.

At the core of the Group’s strength lies digitalization and its promise of growth opportunities through a ‘digital by default’ strategy. Allianz Technology SE is the principal driver behind transforming Allianz into a digital group – a quest to which nearly 7,500 Allianz Technology SE employees around the globe have committed themselves. Allianz Technology SE equips the Group with the most cutting edge digital solutions in the industry, bringing Allianz to the fingertips of its customers. At Allianz Technology SE , innovation is more than a buzzword; it is the business of the day, every day.

We are interested in your strengths and experience. This means that we welcome all applications, irrespective of other characteristics such as gender, ethnic background, origin or any disability.~crlf~~crlf~


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We build on work time models that give our employees flexibility in planning and arranging their work and leisure time. 
You are encouraged to expand your skills and create a career across functions, countries and Allianz entities.
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