Service Desk Analyst I

Last Updated Date: Sep 10, 2024

Location:

West Fargo, ND, US

Company: DDI America

A close affiliate of Doosan Bobcat, Doosan Digital Innovation America, LLC (DDIA) is the primary provider of managed IT services to the world famous Bobcat Company. Beyond Bobcat, DDIA provides IT services to a wide variety of Doosan affiliates all over the world.

Job Information

The Service Desk Analyst I provides Level 1 customer support for Bobcat. The Service Desk Analyst I follows Knowledge Centered Support (KCS) best practices to ensure Customer Satisfaction (CSAT), Quality, and Service Level Targets are met.

Role & Responsibility

Demonstrates empathy and confidence while handling customer concern
Supports Bobcat owners and potential owners via phone, webforms and social media
Documents interactions within case management solution
Utilizes context clues and established KCS articles to respond to customer issues
Transfers unresolved inquiries/issues to subject matter experts
Collaborates with Bobcat business and product teams as needed to improve support
Creates and maintains reference and how-to articles following KCS guidelines

Job Requirement

FORMAL EDUCATION REQUIREMENT:

Bachelor Degree in a Business, Communications, or IT related field or comparable work experience in Customer Service or Service/Help Desk environments.

EXPERIENCE, KNOWLEDGE & SKILLS

Basic job standards include: basic computer skills, ability to follow written instructions
Strong oral and written communication skills
Able to work in a group environment and collaborate on issues
Customer Service or Service/Help Desk experience preferred
Experience creating documents such as work instructions
Experience providing operational support for either IT Infrastructure and/or Application issues preferred.
Experience with enterprise class Infrastructure and/or applications preferred.
Minimum Experience: 1>3 years
Travel Standard :< 10%

Doosan is committed to a diverse workforce and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, religion, creed, citizenship status, national origin, disability, marital status, sexual orientation, gender identity, protected veteran status, or any other status or characteristic protected by law. Individuals with disabilities who require a reasonable accommodation in the application process or who need assistance accessing the information on this website should call 701-241-8700.

Doosan Digital Innovation America, LLC is interested in every qualified candidate who is eligible to work in the United States. However, we will not provide sponsorship or support for any immigration status for this position

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