Job Description

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’s
• Document hardware / software configuration and request / incident resolution procedures.
• Install, configure, test, maintain, monitor, and troubleshoot end user IT equipment
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective solutions
• Assist with the upkeep of the Configuration Management Database
• Assist in the configuration and installation of new IT hardware / software solutions
• Ensure incoming requests / incidents are logged accurately and updated in line with industry best practice
• Escalate issues when necessary
• Provide a customer focused service to all users of IT Services
• Take ownership of service requests / incidents
• Create and maintain documentation for IT processes, procedures and configuration documents
• Ensure IT processes are adhered to and followed accordingly
• Other 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 experience
• Excellent communication and documentation skills
• An exceptional phone manner
• Self motivated and directed
• Ability to effectively prioritise and execute tasks in a high-pressure environment
• Ability to work in a team-oriented, collaborative environment

Technical knowledge;

• Experience supporting Windows 10, Server 2012, Server 2016
• Experience supporting Microsoft O365
• Experience administering an Active Directory environment (User / Group Management)
• Experience with an ITIL orientated Service Desk logging system
• Experience supporting VoIP systems
• Experience in Thin Client technologies (desirable)
• Experience working in a structured ITIL environment (desirable)

Languages:

• Native Thai speaker

• English literacy and communication