Service Desk Analyst I
Doosan
full-time
Posted on:
Location Type: Office
Location: West Fargo • North Dakota • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ITSM
About the role
- Provides Level 1 support for customers including Dealers, Internal users, External users, National Accounts, and Suppliers.
- 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.
- Service Request fulfillment.
- Incident resolution or providing work around steps for known errors.
- Providing training on supported hardware and software applications.
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.
Benefits
- Doosan is committed to a diverse workforce and is an Equal Opportunity Employer.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ITILKnowledge Centered SupportITSM Service DeskIncident resolutionService Request fulfillmentBasic computer skillsCreating documentsOperational supportIT InfrastructureApplication issues
Soft skills
Customer ServiceStrong oral communicationStrong written communicationCollaborationAbility to follow written instructions
Certifications
Bachelor Degree in BusinessBachelor Degree in CommunicationsBachelor Degree in IT