Service Desk Analyst

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.

• Location:
  
  West Fargo-Main Office

The Service Desk Analyst I provides Level 1 support for customers including Dealers, Internal users, External users, National Accounts, and Suppliers. The Service Desk Analyst I follows ITIL and Knowledge Centered Support (KCS) best practices to ensure Customer Satisfaction (CSAT), Quality, and Service Level Targets are met.

• Receiving phone calls, chats, electronic forms, and walk-up customer support
• Logging Tickets & Managing workload within the ITSM Service Desk software solution
• Incident resolution or providing work around steps for known errors
• Providing training on supported hardware and software applications

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>3years
• 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 .

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