Premier Service Desk Associate

Konica Minolta Business Solutions, U.S.A., Inc.•Phoenix, AZ

3d•Remote

About The Position

The GCS Premier Service Desk Associate provides elevated support to strategic and contractual customers globally. The role supports assigned Premier accounts by managing service requests, supply orders, technical inquiries, and customer communications while following customer-specific workflows, support processes, and contractual commitments. The Associate develops and maintains working knowledge of assigned customer environments, device fleets, business operations, support needs, communication protocols, and service expectations. Through technical troubleshooting, proactive account management, customer advocacy, and coordination with internal support teams, the role delivers consistent, personalized support while meeting service-level and operational performance objectives. The position also requires obtaining and maintaining customer-required system access, credentials, and certifications; complying with customer and company security, privacy, and access-management policies; and using a personal cellular device for required authentication applications or activation codes. Occasional travel may be required. The role requires working at a desk with a computer monitor for several hours at a time and a suitable dedicated remote work environment.

Requirements

Excellent verbal and written communication skills.
Good customer service and interpersonal skills.
Knowledge of systems and applications used in a Service Desk center environment.
Ability to perform routine troubleshooting using established procedures.
Ability to manage customer-specific workflows, requirements, and contractual commitments across multiple assigned accounts.
Working knowledge of print devices, networking, and solutions.
Strong critical-thinking, analytical, and documentation skills.
Working knowledge of Microsoft Office applications.
Positive attitude and ability to collaborate within a team environment.
Ability to adapt to changing business requirements, customer environments, and operational processes.
Successful completion of internal Konica Minolta certifications within the specified timeframe.
High school diploma or equivalent.
Suitable dedicated remote work environment.
Ability to sit at a desk with a computer monitor for several hours at a time; vision requirements include close vision, peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

At least three years of customer service, call center, service desk, help desk, or technical support experience.
Experience with ServiceNow, CXOne, or SAP.
Experience supporting business equipment or office technology.
CompTIA A+ certification.
Occasional travel availability.

Responsibilities

Support assigned Premier customers using their specific processes, workflows, communication protocols, escalation procedures, and system requirements.
Develop and maintain knowledge of customer environments, device fleets, business operations, service commitments, support requirements, and expectations.
Manage service requests, supply orders, technical inquiries, and operational requests through multiple support channels.
Verify customer information, device details, entitlement status, service eligibility, and customer-specific support requirements.
Document customer interactions, troubleshooting, findings, and resolutions in designated systems and customer-required platforms.
Use technical documentation, knowledge articles, training materials, diagnostic tools, and support applications to investigate and resolve customer concerns.
Troubleshoot common printing, scanning, connectivity, software, and device functionality issues using established procedures and support resources.
Process supply and materials requests according to operational processes and customer requirements.
Monitor assigned requests and provide timely updates about status, next steps, and resolution activities.
Maintain ownership of customer requests through resolution or successful transition to the appropriate support organization.
Ensure work complies with contractual obligations, SLAs, customer performance requirements, and support expectations.
Identify and escalate risks that may affect customer experience, service delivery, or contractual obligations.
Use active listening to understand customer needs and determine appropriate actions based on account requirements.
Communicate professionally and effectively to provide personalized, high-quality support.
Balance responsibilities across Premier and standard Service Desk customers while maintaining service quality and performance expectations.
Participate in learning and development activities and apply acquired knowledge to improve customer experience and operational effectiveness.
Complete projects and tasks assigned by management.
Obtain and maintain customer-required system access, credentials, and certifications within established timeframes.
Comply with customer and Konica Minolta security, privacy, and access-management policies.
Use a personal cellular device for required authentication applications or activation codes.