Goal of function: Client Services Administrator

Provide re-active and pro-active incident resolution and service request management within the Fresenius Medical Care South and Southeast Asia region. Primarily focusing on Thailand and the use of applications, software, hardware and network systems, including user administration. Assist in resolution of identified problems.

Receive and respond to incoming service requests and incidents (via telephone, email and in person)Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA), meeting or exceeding customer’s requirements and expectations.Incidents and Service Requests are managed effectively; ensuring information is captured in the Service Desk System for future reference and analysis, in line with ITIL principles.Where required, liaise with third-party service providers and escalate issues to ensure incident resolution within the agreed SLA’sDocument hardware / software configuration and request / incident resolution procedures.Install, configure, test, maintain, monitor, and troubleshoot end user IT equipmentPerform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective solutionsAssist with the upkeep of the Configuration Management DatabaseAssist in the configuration and installation of new IT hardware / software solutionsEnsure incoming requests / incidents are logged accurately and updated in line with industry best practiceEscalate issues when necessaryProvide a customer focused service to all users of IT ServicesTake ownership of service requests / incidentsCreate and maintain documentation for IT processes, procedures and configuration documentsEnsure IT processes are adhered to and followed accordinglyOther job assignments or assigned by Supervisor

 

Required training and education: Bachelor’s degree in information systems (desirable)

 

Required professional experience (in years): 3 years experience providing 1st level support (onsite and telephone based)

 

Important personal qualities:

Excellent customer service skills and experienceExcellent communication and documentation skillsAn exceptional phone mannerSelf motivated and directedAbility to effectively prioritise and execute tasks in a high-pressure environmentAbility to work in a team-oriented, collaborative environment

 

Technical knowledge;

Experience supporting Windows 10, Server 2012, Server 2016Experience supporting Microsoft O365Experience administering an Active Directory environment (User / Group Management)Experience with an ITIL orientated Service Desk logging systemExperience supporting VoIP systemsExperience in Thin Client technologies (desirable)Experience working in a structured ITIL environment (desirable)

 

Languages:

•        Native Thai speaker

•        English literacy and communication