Client Services Administrator, ITS, India

Primary purpose of the role:

The Client Services Administrators role is to support and maintain in-house computer systems laptops desktops and peripherals both on site and remotely located within India. 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.