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.
• ServiceNow, 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. Suitable dedicated work environment required.

About Us:

This posting reflects an existing vacancy that we are actively recruiting for. About Konica Minolta Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Salary Disclaimer: Konica Minolta is committed to transparent and equitable compensation practices. Our pay structure is designed to support employee growth, allowing individuals to progress through the salary range as they advance in their role. Actual base pay offered will vary based on a candidate's skills, experience, job-related knowledge, geographic location, and specific business needs.

AI Disclosure: Konica Minolta Business Solutions (Canada) Ltd., or its authorized third-party contractors, may employ Artificial Intelligence technologies to support elements of the recruitment process. Notwithstanding this, Applications are reviewed by our recruitment team, who always make the final hiring decision.

EOE Statement: Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law. Konica Minolta Business Solutions, U.S.A., Inc and Konica Minolta Business Solutions (Canada) Ltd. are equal opportunity employers.