Service Desk Analyst I

Doosan Corporation; West Fargo (ND); On-site; USD 45,000 - 52,000; Full time

Job summary

Doosan Digital Innovation America, LLC in West Fargo, ND is seeking a Service Desk Analyst I to provide World Class support to Bobcat Dealers and Customers in a fast-paced team environment.

The role involves handling inquiries via social media, phone, chat, email, and electronic forms, documenting interactions, using Knowledge Center articles, creating reference guides, and collaborating with product teams.

Qualifications

• Bachelor Degree in a Business, Communications, or IT related field or comparable work experience in Customer Service or Service/Help Desk environments.
• 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.
• Minimum Experience: 0>2 years
• Travel Standard :< 10%

Responsibilities

• Supports Bobcat Dealers and Customers via social media, Phone, Chat, Email, and Electronic form submission.
• 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
• Transfer unresolved inquiries/issues to subject matter experts
• Collaborate with Bobcat business and product teams
• Facilitate communication between subject matter experts and the dealer and/or customer
• Keeps up to date/knowledgeable on product lines, applications, and offerings

Skills

Customer service

Communication

Team collaboration

Documentation

Basic IT skills

Education

Bachelor's degree in Business/Communications/IT

Job description

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, ND

Job Information

The Service Desk Analyst I will provide World Class support to Bobcat Dealers and Customers in a fast-paced team environment.

Role & Responsibility

• Supports Bobcat Dealers and Customers via social media, Phone, Chat, Email, and Electronic form submission
• 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
• Transfer unresolved inquiries/issues to subject matter experts
• Collaborate with Bobcat business and product teams
• Facilitate communication between subject matter experts and the dealer and/or customer
• Keeps up to date/knowledgeable on product lines, applications, and offerings

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 and 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
• Minimum Experience: 0>2 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