Service Desk Analyst I

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 Job Information

The Service Desk Analyst will provide World Class support to Bobcat Customers and Owners in a fast-paced team environment. This non-IT role is focused on customer service.

Role & Responsibility
•  Supports Bobcat Customers and Owners via phone, electronic form submission, and social media
•  Documents interactions within case management solution
•  Utilizes context clues and established Knowledge Center Support articles to resolve customer issues
•  Creates and maintains reference guides, and how to guides
•  Transfers unresolved inquiries/issues to subject matter experts
•  Collaborates with Bobcat business and product teams
•  Facilitates communication between subject matter experts and the customer
•  Keeps up to date/knowledgeable on product lines, applications, and offerings Job Requirement

FORMAL EDUCATION REQUIREMENT:

Bachelor Degree in a Business, Communications, or 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 : 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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