Entry level Help Desk - All Covered

Essential Job Functions

  • Drive to meet and exceed organizational goals for:
    • Cost per Contact.
    • CSC Utilization.
    • Customer Satisfaction.
    • First Contact Resolution Rate.
    • Employee Satisfaction.
    • Average Speed of Answer.
  • Demonstrate strong customer service skills to provide phone support including:
    • Listening to the customer to gain an accurate understanding of the situation
    • Being empathetic to the customer s situation and having a sense of urgency to resolve the issue
    • Producing accurate, detailed documentation at the client, problem and incident level
    • Resolving conflict.
  • Create, distribute and schedule tasks based on priority, required skills and time constraints.
  • Focus on customer satisfaction and service delivery quality.
  • Answer inbound calls/request in a timely fashion.
  • Meet or exceed Service Desk Representative position
  • Excel in the areas of:
    • Remote support skills.
    • Client service skills.
    • Professionalism and punctuality.
    • Technical competencies.

Competencies (Knowledge, Skills and Abilities)

  • Excellent verbal and written communication skills.
  • Functional proficiency with the Microsoft Office Suite.

Experience, Educational Reqts and Certifications

  • High School/GED diploma and Information Technology secondary education and/or relevant experience.
  • 1 year helpdesk/service desk, call center or network operations center experience.
  • Within 6 months of hiring, earn an industry recognized certification in relevant desktop operating system(s).
  • Within 6 months of hiring, will complete customers service training as assigned by the Service Desk Manager.

Konica Minolta Offers:

  • Competitive salary (base salary + commissions). Strong results are well rewarded; President s Club winners have earned trips to Ireland, Panama, Banff and this year, Atlantis, Bahamas.
  • Outstanding benefits package (including medical, dental, vision, life insurance)
  • 401(k) plan with matching company contribution
  • Generous holiday and paid time off schedules
  • Tuition Reimbursement Program
  • Ongoing professional development training

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.

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