Location
Bangalore | India
Job description
- 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
- A minimum of 1 year of technical experience.
- Strong customer service, incident resolution and communication skills necessary
Job tags
Salary
