[Hiring] Premier Service Desk Specialist @Konica Minolta Business Solutions, U.S.A., Inc.

Role Description

Konica Minolta currently has an exciting opportunity for a GCS Premier Service Desk Specialist! This role reports directly to the Global Client Services organization and supports strategic clients globally. The GCS Premier Service Desk Specialist provides advanced support for strategic customers requiring elevated service delivery, specialized workflows, contractual service commitments, or increased operational oversight.

Team members are expected to maintain working knowledge of assigned customer environments, business processes, support requirements, and communication expectations while also providing support for standard Service Desk customers and operational activities.

The Premier Specialist serves as an advanced technical and operational support resource responsible for:

• Independently resolving complex customer issues
• Managing escalations
• Supporting customer-specific workflows and service commitments

Leveraging advanced knowledge of Konica Minolta devices, print technologies, customer environments, and service delivery processes, the Specialist performs advanced troubleshooting, coordinates cross-functional resolution activities, and ensures successful fulfillment of customer requirements and contractual obligations.

This role supports work that has progressed beyond initial intake and triage and requires additional technical analysis and problem resolution.

Responsibilities

• Support assigned Premier customers by following customer-specific processes, workflows, communication protocols, escalation procedures, and system requirements.
• Develop and maintain detailed knowledge of assigned customer environments, operational requirements, service commitments, support expectations, and business processes.
• Manage customer requests through Konica Minolta and customer-specific systems while ensuring complete and accurate documentation.
• Process advanced supply and materials requests in accordance with established operational processes and customer-specific requirements.
• Independently troubleshoot and resolve advanced printing, scanning, connectivity, driver, software, authentication, and workflow-related issues in accordance with any customer specific handling.
• Investigate complex customer issues utilizing diagnostic tools, technical documentation, and support resources.
• Monitor customer requests and proactively follow through to ensure timely resolution, communication, and customer satisfaction.
• Manage escalated customer requests requiring advanced troubleshooting and coordination across multiple support organizations.
• Coordinate activities across service, dispatch, logistics, technical support, implementation teams, account management resources, and customer contacts to drive issue resolution.
• Ensure compliance with contractual obligations, Service Level Agreements (SLAs), customer-specific performance requirements, and support expectations.
• Identify customer-impacting risks and initiate appropriate escalation activities to protect service commitments and customer satisfaction.
• Support customer onboarding activities, procedural updates, technology transitions, and implementation initiatives.
• Provide guidance to peers regarding troubleshooting approaches, customer-specific requirements, and support procedures.
• Document troubleshooting activities, findings, corrective actions, and resolution details.
• Balance support responsibilities across Premier and standard Service Desk customers while maintaining service quality expectations.

Client Access & Security Requirements

• Obtain and maintain customer-required system access, credentials, and certifications necessary to support assigned accounts within established timeframes.
• Comply with all customer and Konica Minolta security, privacy, and access management policies.
• Utilize personal cellular device for required authentication applications or activation codes.

Qualifications

• Excellent verbal and written communication skills
• Advanced customer service and problem-resolution skills
• Strong knowledge of systems and applications used to support a Service Desk center environment
• Advanced knowledge of Konica Minolta devices, print technologies, software solutions, and support processes
• Strong understanding of networking concepts as they relate to print and scanning environments
• Ability to independently troubleshoot and resolve complex customer, technical, and operational issues
• Strong analytical, research, and problem-solving skills
• Strong critical thinking and decision-making abilities
• Strong attention to detail and documentation skills
• Proficiency with Microsoft Office applications
• Working knowledge of ServiceNow, CXOne, SAP, and related support platforms
• Ability to collaborate effectively across multiple departments and support organizations
• Successful completion of internal Konica Minolta certifications within specified timeframe required
• Occasional travel may be required
• High School Diploma or equivalent required
• 5+ years of experience in customer service, service desk, help desk, technical support preferred
• Experience supporting enterprise customers, customer-specific service requirements, or contractual service commitments preferred
• ServiceNow, CXOne, SAP experience preferred
• Experience supporting business equipment or office technology preferred
• CompTIA A+ and Network+ preferred

Physical Requirements

• This position requires sitting at a desk with a computer monitor for several hours at one time.
• The vision requirements include close vision, peripheral vision, depth perception, and ability to adjust focus.
• Suitable dedicated remote work environment.