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Service Desk Analyst

Bobcat Company
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Closing date
Aug 2, 2021

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Job Details

Location:  West Fargo, ND


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.

Job Information

The Service Desk Analyst will provide contact center (L1) support focused on internal employee support. The Service Desk Analyst logs and resolves cases within area of expertise or via documented solutions and escalates remaining issues to the appropriate product support specialists.  The Service Desk Analyst manages progress of cases that have been escalated to the product teams and provides feedback to the customer.  

Role & Responsibility

•    Focused on the support of Doosan Bobcat applications and systems by providing support to internal employees
•    Participate in team meetings and knowledge transfer sessions 
•    Support on-going efforts to improve performance
•    Log all customer contacts (chat, phone, email, and electronic form) into the Service Desk solution and provide resolutions within area of expertise.
•    Use context clues and established knowledge base articles to resolve customer issues.
•    Records resolution within the Service Desk solution when request is resolved.
•    Escalates unresolved service requests to Tier 2 operational support teams. 
•    Facilitates communication and follow up between technical support teams and the customer.
•    Creates knowledge articles and provide cross training to service desk team to assist in issue resolution.

Job Requirement


Bachelor’s Degree in a Business, Communications 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
  • 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.

Nearest Major Market: Fargo


Our people power our progress. Keeping our company moving forward means empowering employees with opportunities to grow and the resources necessary to be happy, healthy and productive. That’s why we offer our people a competitive and comprehensive benefits package. Here, you’ll enjoy full health coverage, paid time off, income protection, employee discounts on certain consumer goods, tuition reimbursement and more.

How do different cultures play a part in your organization?

Our North American headquarters is located in North Dakota, where we started the compact equipment industry. But our locations span the entire globe – dealers, manufacturing facilities and corporate offices – where innovation is driven forward worldwide. To continue expanding our reach, we’ve opened the Global Collaboration Center in the heart of downtown Minneapolis.

What skills, education, and experiences does your ideal candidate(s) have?

•Education Required: High School Diploma or Equivalent
•These are entry level opportunities
•Must be able to follow established methods and procedures and perform work accordingly. Must have the ability to work rapidly and under time pressure for extended periods of time in order to meet build requirements. Must possess the ability to read build sheets and blueprints.
•The ability to communicate with supervisors and fellow workers in both written and verbal forms at a level normally acquired through the completion of a high school diploma or GED is required.
•Job specific skills, techniques and safe work and equipment operating practices are learned through on-the-job and classroom training. General instructions are given on recurring duties, operations and assignments; detailed instructions are given on new duties, operations and assignments.

How would you describe the company leadership/team management? Our employees are the driving force behind our brand. We cultivate an environment where they feel valued and build their career while working for an industry leader. Career opportunities include positions in our corporate offices and manufacturing facilities. We also have a highly-competitive internship and co-op program. Your opportunity to contribute to the future of the compact equipment industry is right here.

Where do you see the company/organization in the upcoming years?

What do you feel candidates need to know about the company before applying?

Our success is powered by our people. Plain and simple. Their dedication and passion for empowering customers to accomplish more is what drives our continued industry leadership. Our integrated, global team of employees and dedicated dealers work together to deliver the best products and services; making lives, businesses and communities better and stronger.

Bobcat Company is both an employer and partner of choice, and we pride ourselves in attracting, retaining and developing top-tier talent and dealers to drive our mission forward.

Find Us
West Fargo
North Dakota
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