Client Services Administrator

6 months ago

Macquarie Park, Australia Fresenius Medical Care Full time

**Primary purpose of the role**:
The 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.

**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.
- Recommend hardware or software changes needed to optimize Citrix deployments, configuration, or maintenance.
- 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.

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