Service Desk Analyst I
About The Position
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 InformationThe 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.
Requirements
- Bachelor Degree in a Business, Communications, or IT related field or comparable work experience in Customer Service or Service/Help Desk environments.
- 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%
Responsibilities
- Receiving phone calls, chats, electronic forms, and walk-up customer support
- Logging Tickets & Managing workload within the ITSM Service Desk software solution
- Service Request fulfillment
- Incident resolution or providing work around steps for known errors
- Providing training on supported hardware and software applications
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
