Service Desk Specialist
About The Position
The GCS Service Desk Specialist is an advanced technical support resource within the Global Client Services organization, supporting clients in the United States and Canada. The Specialist independently resolves escalated customer incidents that require analysis across multiple systems and business processes, as well as service requests, supply fulfillment concerns, and administrative exceptions. Using knowledge of Konica Minolta devices, print solutions, support systems, and service delivery processes, the role investigates issues, performs advanced troubleshooting, and coordinates resolution across business functions. The work involves issues that have moved beyond initial intake and triage and require further technical analysis and problem resolution. The Specialist manages queues of escalated cases, performs root cause analysis and cross-functional research, documents activity and outcomes in the ITSM platform, and collaborates with service, technical, billing, and supply chain teams. The role also diagnoses advanced print, scan, authentication, workflow, network printing, device communication, driver, print management, integrated software, and supply order or fulfillment issues. Occasional travel may be required.
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 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.
- 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 required.
Nice To Haves
- Five years of experience in call center, service desk, help desk, or technical support preferred.
- ServiceNow, CXOne, and SAP experience preferred.
- Experience supporting business equipment or office technology preferred.
- CompTIA A+ and Network+ preferred.
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 requiring engineering, development, or specialized support involvement.
- 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 utilizing 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
