Premier Service Desk Associate

Konica Minolta Business Solutions, U.S.A., Inc.; Phoenix (AZ); Remote; USD 52,000 - 70,000; Full time

Job summary

Konica Minolta is seeking a GCS Premier Service Desk Associate in the United States to deliver elevated support for Premier accounts, manage service requests, and coordinate with internal teams to meet contractual commitments. The role requires building knowledge of customer environments, resolving technical inquiries, and maintaining a high-quality service standard across channels.

You will ensure tasks align with SLAs, participate in ongoing certifications, and may travel occasionally.

Qualifications

• Excellent verbal and written communication skills.
• Good customer service and interpersonal skills.
• Knowledge of systems and applications used to support a Service Desk center environment.
• Ability to perform routine troubleshooting using established procedures.
• Ability to manage customer-specific workflows, requirements, and contractual commitments across multiple assigned accounts.
• Working knowledge of print devices, networking and solutions.
• Strong critical thinking, analytical and documentation skills.
• Working knowledge of Microsoft Office applications.
• Positive attitude and ability to work collaboratively within a team.
• Ability to adapt to changing business requirements, customer environments, and operational processes.
• Successful completion of internal Konica Minolta certifications within the specified timeframe required.
• Occasional travel may be required.
• ServiceNow, CXOne, SAP experience preferred.
• High School Diploma or equivalent required.
• Minimum three years of customer service, call center, service desk, help desk, or technical support experience preferred.
• Experience supporting business equipment or office technology preferred.
• CompTIA A+ preferred.

Responsibilities

• Premier Customer Support & Technical Resolution: follow customer-specific processes and workflows.
• Develop and maintain knowledge of assigned customer environments and expectations.
• Manage customer interactions including service requests, supply orders, and technical inquiries.
• Verify customer information, device details, entitlement status, and service eligibility.
• Document customer interactions and resolution details within designated systems.
• Utilize documentation and tools to investigate and resolve customer concerns.
• Resolve printing, scanning, connectivity, software, and device issues with procedures.
• Process supply and materials requests per operational processes.
• Monitor requests and provide timely status updates to customers.
• Maintain ownership until resolution or transition to appropriate team.
• Ensure compliance with SLAs and contractual obligations.
• Identify escalation risks affecting experience or obligations.
• Apply active listening to determine action based on account requirements.
• Communicate professionally with customers, delivering a consistent experience.
• Balance support across Premier and standard Service Desk customers.
• Participate in learning activities to improve customer experience.
• Complete projects and tasks as assigned by management.

Skills

Verbal communication

Written communication

Customer service

Service Desk

Microsoft Office

Print devices

Networking basics

Documentation

Team collaboration

Adaptability

Education

High School Diploma

CompTIA A+ preferred

Tools

ServiceNow

CXOne

SAP

Job description

Overview

Si ce poste est situé au Canada, veuillez visiter notre site français à l’adresse suivante : https://careerscafr-kmbskonicaminolta.icims.com/jobs et rechercher le numéro d’emploi indiqué ci-dessus afin de consulter cette offre d’emploi en français.

Konica Minolta currently has an exciting opportunity for a GCS Premier Service Desk Associate! This role reports directly to the Global Client Services organization and supports strategic clients globally.

The GCS Premier Service Desk Associate delivers elevated customer experience for strategic and contractual customers requiring enhanced service delivery, customer-specific workflows, specialized support processes, and increased operational oversight. This role serves as a primary support resource for assigned Premier accounts, managing service requests, supply orders, technical inquiries, and customer communications while ensuring adherence to customer-specific requirements and contractual service commitments.

Premier Associates are expected to develop and maintain working knowledge of assigned customer environments, device fleets, business operations, support requirements, communication protocols, and service expectations. Through a combination of technical troubleshooting, proactive account management, customer advocacy, and coordination with internal support teams, the Premier Service Desk Associate ensures consistent, personalized, and high-quality support experience while meeting service level and operational performance objectives.

Responsibilities

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 working knowledge of assigned customer environments, device fleets, business operations, service commitments, support requirements, and customer expectations.
• Manage customer interactions including service requests, supply orders, technical inquiries, and operational requests through multiple support channels.
• Verify customer information, device details, entitlement status, service eligibility, and applicable customer-specific support requirements.
• Document customer interactions, troubleshooting activities, findings, and resolution details within designated systems and customer-required platforms.
• Utilize technical documentation, knowledge articles, training materials, diagnostic tools, and support applications to investigate and resolve customer concerns.
• Resolve common printing, scanning, connectivity, software, and device functionality issues using established troubleshooting procedures and available support resources.
• Process supply and materials requests in accordance with established operational processes and customer-specific requirements.
• Monitor assigned customer requests and provide timely follow-up communication regarding status, next steps, and resolution activities.
• Maintain ownership of customer requests through resolution or successful transition to the appropriate support organization.
• Ensure tasks are in compliance with contractual obligations, Service Level Agreements (SLAs), customer-specific performance requirements, and support expectations.
• Identify and escalation risks impacting customer experience, service delivery, or contractual obligations.
• Apply active listening skills to understand customer needs and determine the most appropriate course of action based on account-specific requirements.
• Communicate professionally and effectively with customers while delivering a consistent, personalized, and high-quality support experience.
• Balance support responsibilities across Premier and standard Service Desk customers while maintaining service quality and performance expectations.
• Participate in learning and development activities and apply acquired knowledge to improve customer experience and operational effectiveness.
• Complete projects and tasks as assigned by management

Client Access & Security Requirements:

• Obtain and maintain customer-required system access, credentials, and certifications necessary to support assigned accounts within established timeframes.
• Comply with all customer and Konica Minolta security, privacy, and access management policies.
• Utilize personal cellular device for required authentication applications or activation codes.

Qualifications

• Excellent verbal and written communication skills
• Good customer service and interpersonal skills.
• Knowledge of systems and applications used to support a Service Desk center environment.
• Ability to perform routine troubleshooting using established procedures.
• Ability to manage customer-specific workflows, requirements, and contractual commitments across multiple assigned accounts.
• Working knowledge of print devices, networking and solutions.
• Strong critical thinking, analytical 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 business requirements, customer environments, and operational processes.
• Successful completion of internal Konica Minolta certifications within the specified timeframe required.
• Occasional travel may be required.
• High School Diploma or equivalent required
• Minimum three years of customer service, call center, service desk, help desk, or technical support experience preferred.
• ServiceNow, CXOne, SAP experience preferred
• Experience supporting business equipment or office technology preferred.
• CompTIA A+ 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 remote work environment.

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. 2025 marks Konica Minolta’s 20thanniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta’s bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. 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 and follow it on Facebook,YouTube,LinkedInandTwitter.

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.