Follows documented policies and procedures for effective request/issue recording and tracking while delivering quality customer service. 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 based on agreed operational and service level agreements.

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 a standardization of process, service, and tools for call and incident management.

Responsible for adhering to phone queue and click to chat staffing schedules and actions required to meet incident 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.

Advocates on behalf of end user and business partners for process improvements to products and services.

Qualifications

Bachelors Degree in Business or Computer Science - Preferred
1 year of experience in Customer Service or Product Support. Live the Paychex Values
Act with uncompromising integrity.
Provide outstanding service and build trusted relationships.
Drive innovation in our products and services and continually improve our processes.
Work in partnership and support each other.
Be personally accountable and deliver on commitments.

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IT Service Partner