Service Desk Specialist

Konica Minolta Business Solutions, U.S.A., Inc.•Oldsmar, FL

About The Position

The GCS Service Desk Representative is part of the Global Client Services organization and supports clients in the United States and Canada. The role is a primary point of contact for customers seeking service, supplies, and technical assistance. It evaluates customer needs, manages service and fulfillment requests, and resolves first-level technical and operational concerns across print, device, and connectivity environments. The Representative uses technical knowledge, diagnostic resources, sound judgment, and established processes to make service decisions and deliver timely, accurate solutions that support a positive client experience. The position manages escalated customer incidents and requests, performs advanced troubleshooting and root cause analysis, and documents work in the ITSM platform. It diagnoses complex print, scan, authentication, workflow, network printing, device communication, software, and connectivity issues; coordinates with internal teams; and escalates issues requiring specialized support. It also manages complex supply orders and exceptions, investigates fulfillment and entitlement concerns, and keeps customers informed about resolution plans. Occasional travel may be required. The position requires sitting at a desk with a computer monitor for several hours at a time. Vision requirements include close and peripheral vision, depth perception, and the ability to adjust focus.

Requirements

Excellent verbal and written communication skills.
Advanced customer service and problem-resolution skills.
Strong knowledge of systems and applications used in 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 troubleshoot and resolve complex technical issues independently across multiple systems.
Strong analytical, research, and root cause analysis 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 the specified timeframe is required.
High school diploma or equivalent required.

Nice To Haves

Five years of experience in call center, service desk, help desk, or technical support.
Experience with ServiceNow, CXOne, and SAP.
Experience supporting business equipment or office technology.
CompTIA A+ and Network+.

Responsibilities

Manage assigned queues of escalated customer incidents, service requests, and operational issues.
Perform advanced troubleshooting, root cause analysis, and cross-functional research to resolve complex technical and operational issues.
Document troubleshooting activities, findings, and resolutions within the ITSM platform.
Collaborate with internal service, technical, billing, and supply chain teams to achieve timely resolution.
Escalate complex issues that require engineering, development, or specialized support.
Diagnose advanced print, scan, authentication, and workflow-related issues.
Troubleshoot network printing and device communication failures.
Support issues involving print drivers, print management applications, and integrated software solutions.
Resolve advanced scan-to-email, scan-to-folder, address book, and user authentication concerns.
Support customer environments using multiple devices, software applications, or integrated solutions.
Process and manage complex supply order requests and exceptions.
Research fulfillment delays, shipment discrepancies, entitlement concerns, and ordering issues.
Provide customers with updates and resolution plans regarding supply-related concerns.