What are the responsibilities and job description for the Service Desk Analyst I position at 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.
Location : [[West Fargo, ND]]
Job Information
The Service Desk Analyst will provide Level 1 support to Bobcat Dealers and Customers/Owners, including software, telematics devices, and general inquiries. The Service Desk Analyst logs service requests, resolves inquiries (within area of expertise or via documented solutions), and escalates remaining issues to Level 2/3 technical product support teams. The Service Desk Analyst manages the progress of cases and provides a response or updates to the impacted customer and/or dealership.
Role & Responsibility
- Supports Bobcat Digital Applications and Telematics-specific inquiries.
- Supports Bobcat Iron Product & Attachment-specific inquiries.
- Records all customer contacts (chat, phone, email, and electronic form) into the CRM ticketing system and provides resolution within the area of expertise.
- Utilizes context clues and established Knowledge Center Support articles to resolve customer issues.
- Escalates unresolved service requests/issues to Level 2 technical product support teams.
- Facilitates communication and follow-up between technical support teams and the customer.
- Creates knowledge articles and provides cross-training to the service desk team to assist in issue resolution.
- Participates in reviews of incoming connected machine issues to recommend solutions that reduce or eliminate customer support requests.
Job Requirement
FORMAL EDUCATION REQUIREMENT:
Bachelor’s 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 and the 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
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