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IT Service Partner 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
About the Organization Paychex, Inc. is an American provider of human resource, payroll, and benefits outsourcing services for small- to medium-sized businesses. With headquarters in Rochester, New York, the company has more than 100 offices serving approximately 670,000 payroll clients in the U.S. and Europe. In 2019, Paychex ranked in position 700 on the Fortune 500 list of largest corporations by revenue, and the company's revenue for the fiscal year 2020 is projected to exceed $4.1 billion.

Paychex was founded in 1971 by Tom Golisano, who started the company with only $3,000
The operation grew to include 18 franchises and partnerships, which were eventually consolidated into one private company in 1979. Paychex held an initial public offering in 1983 and began trading on the NASDAQ (PAYX). In the first quarter of the fiscal year 2020, the company repurchased $171.9 million of its own stock and currently has a market capitalization of $30.155 billion.  

Provides IT service desk support to Paychex personnel and clients with IT-related issues or inquiries and provides quality service, effective call & incident management, and efficient restoration of service to meet service levels.

  • Receives calls, clicks to chat and self-service tickets from internal employees and is the first-line end-user single point of contact to resolve technical issues.
  • Follows documented request and incident management policies and procedures for effective request/issue recording and tracking.
  • Delivers consistent quality service to our end users by following documented call management policies & procedures.
  • Keeps end-users informed on request or incident status and progress.
  • Makes an assessment of requests/incidents, attempting to resolve them or refers them to second-line and third-party support groups who can, based on agreed operational and service level agreements.
  • Contributes to problem identification to improve processes & services.
  • Identifies end-user training requirements and education needs for the purpose of reducing call volume into the IT Service Desk.
  • Utilizes, adds to, fixes, or flags various reference manuals, knowledge base, and publications used by IT Support and other staff in order to effectively share knowledge within the organization.
  • Ensures adherence to Paychex standards in order to maintain standardization of process, service, and tools for call and incident management.
  • Responsible for adhering to phone queue staffing schedules and actions required to meet call management service levels.
  • Complies with internal and external auditing requirements, data integrity, confidentiality, and has zero exceptions to compliance to fulfill key control objectives for Sarbanes Oxley.
Category PD&IT  
Position Requirements

1+ BPO Service Desk & Basic IT/PC Support/Service Desk Trouble Shooting Knowledge1+ BPO Service Desk & Basic IT/PC Support/Service Desk Trouble Shooting Knowledge
IT/PC Support/Service Desk Trouble Shooting Knowledge
BPO/ Voice Customer Service Experience

Open Date 7/13/2022  
Close Date  
Full-Time/Part-Time Full-Time  
Created By Shivani Bhatt  
Hiring Manager(s) Anirudh Pachhapur  
Req Open Date None Specified 

Req Open Date None Specified 

This position is currently accepting applications.

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