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Form of workJob Description
Company Summary
Laser Shot is a global leader in the design, manufacturing and installation of live-fire and simulated weapons training systems. Laser Shot proudly provides cutting-edge weapons and tactical training systems to the military, including many Special Forces units, law enforcement and government agencies around the world.
POSITION SUMMARY
The ideal candidate will have 5-10 years of professional work experience, be detail oriented with knowledge with IT help desk. The ability to manage multiple projects simultaneously is a must. This position requires superior customer service skills. Candidate must follow-up on the details of each IT related issue and be able to problem solve on their own and seek management’s input after research.
Responsibilities
o Good in Data Analysis & Reporting using MS Office and ITSM tools
o Coordinate desktop changes to avoid deployment collisions.
o Prepare requests for rollout
o Prioritize change requests
o Create rollout plans for changes requests
o Coordinate implementation process
o Keep track of request and make sure they are implemented as planned
o Participate in incident handling concerning desktop changes.
o Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
o Microsoft environment knowledge (desktop & server).
o Have good technical understanding of the products building up a desktop service.
o Experience from the desktop environment.
o Understanding and experience of change management process.
Technical Requirements
o Phone support experience necessary.
o Technical Service desk or technical call center experience is necessary.
o Disciplined, systematic problem solving skills required.
o Windows Operating systems
o ITSM ticketing tools
o Remote desktop connectivity applications
o MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
o Internet browsers (e.g. Edge, Chrome, Firefox),
o VPN and remote dial-in users
o Support for laptop, desktops, and printers
o Mobile device support
o Others: Adobe Acrobat and other common desktop applications like WinZip, etc
Soft Skills
o Excellent communication and conversation skills (Verbal and Written)
o Good documentation skills
o Good working knowledge of MS OFFICE (Including MS Project and Visio)
o Should have a great customer handling skills
o Able to handle unforeseen situations
o High level of acceptance
o Can drive HCL’s value and its methodology
Other Skills / Experience
o Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
o Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
o Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
o Ability to learn new information quickly and the willingness to do so at all times.
o Ability to work flexible hours from time to time to cover for other Service desk staff and to be on call via pager during the week.
o Customer Focus
o Teamwork
o Technical Expertise
o Interpersonal Effectiveness
o Concern for Order and Quality
Years of Experience
o Relevant : 5+ years of Service desk/deskside, customer service, and support experience with problem solving involving hardware.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER, and our employment decisions are made without regard to race, color, religion, age, sex, national origin, handicap, disability, or marital status. We reasonably accommodate individuals with handicaps, disabilities, and bona fide religious beliefs.
