Provide Level 1 support for customers including Dealers, Internal users, External users, National Accounts, and Suppliers.
Follow ITIL and Knowledge Centered Support (KCS) best practices to ensure Customer Satisfaction (CSAT), Quality, and Service Level Targets are met.
Receive phone calls, chats, electronic forms, and walk-up customer support
Log Tickets & Manage workload within the ITSM Service Desk software solution
Fulfill Service Requests
Resolve incidents or provide workaround steps for known errors
Provide training on supported hardware and software applications

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

Doosan is committed to a diverse workforce and is an Equal Opportunity Employer.

Service Desk Analyst I

Key skills