Service Desk Specialist
About The Position
The GCS Service Desk Specialist is an advanced technical support resource within Konica Minolta’s Global Client Services organization, supporting clients in the United States and Canada. The Specialist independently handles escalated customer incidents, service requests, supply fulfillment concerns, and administrative exceptions that require analysis across multiple systems and business processes. The role uses knowledge of Konica Minolta devices, print solutions, support systems, and service delivery processes to investigate issues, perform advanced troubleshooting, and coordinate resolution across business functions. It focuses on work that has moved beyond initial intake and triage and requires further technical analysis and problem resolution.
Requirements
- 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 related to print and scanning environments.
- Ability to independently troubleshoot and resolve complex technical issues 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.
- High school diploma or equivalent.
- Five years of experience in call center, service desk, help desk, or technical support is preferred.
- Occasional travel may be 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+ certifications.
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 in the ITSM platform.
- Collaborate with internal service, technical, billing, and supply chain teams to achieve timely resolution.
- Escalate complex issues requiring 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
