Premier Service Desk Specialist

Konica Minolta; Phoenix (AZ); On-site; USD 70,000 - 95,000; Full time

Job summary

Konica Minolta in Phoenix seeks a GCS Premier Service Desk Specialist to deliver advanced support for strategic customers, manage escalations, and coordinate across service, logistics, and implementation teams. You will maintain knowledge of client environments and ensure contractual service commitments are met.

The role emphasizes proactive issue resolution, documentation, and adherence to SLAs in a dynamic, enterprise-support setting.

Qualifications

• 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 independently troubleshoot and resolve complex customer, technical, and operational issues.
• Strong analytical, research, and problem solving skills.
• Strong critical thinking and decision-making abilities.
• Strong attention to detail and documentation skills.
• Proficiency with Microsoft Office applications.
• Working knowledge of ServiceNow, 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.
• Occasional travel may be required.
• 5+ years of experience in customer service, service desk, technical support preferred.

Responsibilities

• Premier Customer Support & Technical Resolution: follow customer-specific processes and escalate as needed.
• Develop and maintain knowledge of customer environments and service requirements.
• Manage requests through Konica Minolta and customer systems with accurate documentation.
• Process advanced supply and materials requests per procedures.
• Independently troubleshoot and resolve advanced printing, scanning, connectivity, and workflow issues.
• Investigate complex issues using diagnostics and technical resources.
• Monitor requests and ensure timely resolution and customer satisfaction.
• Coordinate across service, dispatch, logistics, and implementation teams to resolve issues.
• Ensure compliance with SLAs and customer-specific performance requirements.
• Identify risks and initiate appropriate escalation.
• Support onboarding, procedural updates, and technology transitions.
• Provide guidance to peers on troubleshooting and procedures.
• Document findings and resolution details.
• Balance Premier and standard Service Desk workloads while maintaining quality.

Skills

Verbal & written comm

Customer service

Service desk

Konica Minolta devices

Print technology

Networking concepts

Troubleshooting

Analytical skills

Documentation

MS Office

Collaboration

Certifications

Education

High School Diploma

CompTIA A+

CompTIA Network+

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 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.

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 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 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
• 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 independently troubleshoot and resolve complex customer, technical, and operational issues.
• Strong analytical, research, and problem solving skills.
• Strong critical thinking and decision‑making abilities.
• Strong attention to detail and documentation skills.
• Proficiency with Microsoft Office applications.
• Working knowledge of ServiceNow, 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.
• 5+ years of experience in customer service, service desk, help desk, technical support preferred.
• Experience supporting enterprise customers, customer‑specific service requirements, or contractual service commitments preferred.
• ServiceNow, CXOne, SAP experience preferred.
• Experience supporting business equipment or office technology preferred.
• CompTIA A+ and Network+ 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 rank 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.