Premier Service Desk Specialist

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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, and 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.

• Premier Customer Support & Technical Resolution
  • 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 of 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…