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Title

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. (NASDAQ: PAYX) is a leading provider of integrated human capital management solutions for payroll, benefits, human resources, and insurance services.

• Industry expertise since 1971
• 730,000+ clients in the U.S. and Northern Europe
• Pays 1 in 12 U.S. private sector employees
• Largest HR company for small to medium-sized businesses
• Product development company having products for payroll, benefits, and HR.
 
Description

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 not accepting applications.

To search for an open position, please go to http://PaychexITSolutionsIndia.appone.com

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