Service Desk Specialist

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Konica Minolta currently has an exciting opportunity for a GCS Service Desk Specialist! This role reports directly to the Global Client Services organization and supports clients in the US and Canada.

The GCS Service Desk Specialist serves as an advanced technical support resource responsible for independently resolving escalated customer incidents requiring analysis across multiple systems and business processes, service requests, supply fulfillment concerns, and administrative exceptions. Leveraging knowledge of Konica Minolta devices, print solutions, support systems, and service delivery processes, the Specialist investigates issues, performs advanced troubleshooting, and coordinates resolution activities across multiple business functions.

This role supports work that has progressed beyond initial intake and triage and requires additional technical analysis and problem resolution

• Advanced Technical Support & Case Management
  • 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.
• Technical Troubleshooting & Resolution
  • 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.
• Supply Order & Fulfillment Management
  • 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.

• 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 of Microsoft Office applications.
• Working knowledge of Service Now, CXOne, SAP, and related support platforms.
• Ability to collaborate effectively across multiple departments and support organizations.
• Successful completion of internal Konica Minolta certifications within specified timeframe required.
• Occasional travel may be required.

• High School Diploma or equivalent required.
• Five 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…