Service Desk Representative

GCS Service Desk Representative

Konica Minolta currently has an exciting opportunity for a GCS Service Desk Representative! This role reports directly to the Global Client Services organization and supports clients in the US and Canada. The GCS Service Desk Representative serves as a primary point of contact for customers requiring service, supply, and technical assistance. The role evaluates customer needs, manages service and fulfillment requests, and resolves first level technical and operational concerns across print, device, and connectivity environments.

The Representative applies technical knowledge, sound judgment, diagnostic resources, and established processes to make appropriate service decisions and deliver timely, accurate solutions that support a positive client experience.

Responsibilities:

• Triage inbound customer interactions including service requests, supply orders, and general inquiries through various support channels.
• Apply active listening techniques to accurately understand and assess customer concerns, identify the nature and priority of the request, and determine the appropriate troubleshooting, fulfillment, or escalation path.
• Verify customer information, device details, entitlement status, and service eligibility.
• Assess service and supply requests for applicable customer charges, clearly communicate costs and payment requirements, obtain customer authorization, and facilitate or process payment collection in accordance with established procedures.
• Document reported symptoms, troubleshooting steps, technical findings, customer interactions, and resolutions within the ITSM platform.
• Perform first-level troubleshooting of routine printing, scanning, device functionality, and basic connectivity issues to identify and resolve common technical conditions.
• Utilize knowledge articles, diagnostic resources, technical documentation, and documented solutions to troubleshoot issues and provide guided resolution.
• Process routine toner and supply requests in accordance with established procedures.
• Identify technical or fulfillment issues requiring advanced support and escalate with relevant troubleshooting details and supporting documentation to the appropriate resource.
• Communicate professionally and effectively with customers, providing status updates, setting appropriate expectations and de-escalating challenging client situations.
• Follow established service delivery procedures, workflow requirements, and customer support standards.

Qualifications:

• Good verbal and written communication skills
• Good customer service and interpersonal skills
• Basic knowledge of print devices, network connectivity and print solutions.
• Ability to independently perform first level technical troubleshooting using diagnostic tools, established procedures, knowledge resources, and documented solutions.
• Ability to learn and apply technical support procedures.
• Strong attention to detail and documentation skills.
• Working knowledge of Microsoft Office applications.
• Positive attitude and ability to work collaboratively within a team environment
• Ability to adapt to changing processes and business needs.
• Successful completion of internal Konica Minolta certifications within specified timeframe required.
• Occasional travel may be required
• High School Diploma or equivalent required
• 1-2 years of experience in call center, service desk, help desk, or technical support experience preferred.
• Service Now, CXOne, SAP experience preferred
• Experience supporting business equipment or office technology preferred.

Physical Requirements:

This position requires sitting at a desk with a computer monitor for several hours at one time. The vision requirements include close vision, peripheral vision, depth perception, and ability to adjust focus.…