it client service AdministratorFresenius Medical Care

The IT Client Services Administrator's role is to support and maintain in-house computer systems, laptops, desktops, and peripherals both on-site and remotely. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools.
Key Result Area
Strategy, Planning, Acquisition & Deployment
Support the acquisition of new computer or networking hardware
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Participate in and support capacity planning and the development of long-term strategic goals for Citrix systems, software, and clients in conjunction with end users and department managers.
Install and configure Citrix applications. Operational Management
Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
Collaborate with analysts, application developers, and system owners in the testing of Citrix programs, applications, and interoperability.
Recommend hardware or software changes needed to optimize Citrix deployments, configuration, or maintenance.
Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Install anti-virus software and ensure virus definitions are up-to-date.
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups to help requests.
Key Performance Indicator
·Perform tasks necessary to fulfill service level agreements with end users
Develop, document, and maintain policies, procedures, and associated training plans for both Citrix system and end-user access.
Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on Citrix systems and client access software.
Perform and test system configuration backups and restores to ensure system recovery from outages or errors.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Develop help sheets and FAQ lists for end users.
Reinforce SLAs to manage end-user expectations.
Competencies
3 years' experience administrating both Citrix and physical clients remotely and on-site
·Experience documenting and maintaining configuration and process information
Bachelor Degree or equivalent in Information Systems • Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Strong interpersonal and oral communication skills.
Ability to present ideas and solutions in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Strong knowledge of software quality assurance best practices
Skilled at working within a team-oriented, collaborative environment.
Fresenius Medical Care

Philippines
Permanent
Full-time