Level 1 Application Support Analyst

3 months ago

Melbourne, Australia RLDatix Full time

Every single day around the world, thousands of patients are harmed from care delivery errors, many of which are preventable. We want to change that. RLDatix is on a mission to improve healthcare by enabling a world where patients receive the best and safest care possible. Trusted by thousands of clients around the world, our connected healthcare operations platform combines software and trusted services to empower organizations with critical data insights across risk, safety, compliance, provider lifecycle and workforce management. Our user-centric approach provides a holistic, real-time view of healthcare operations, connecting disparate information across the enterprise - thus giving organizational leadership the contextualized data they need to make better informed decisions.

RLDatix is truly global, with over 2,000 employees across the UK, Europe, Middle East, Australia, Canada, and the United States. Our strategy is fueled by organic and inorganic growth that brings together the brightest minds and the latest technology - including AI - to deliver marketing leading solutions for our clients. We are looking for people to join our team who are passionate about making a positive change in healthcare. Join us as we work towards our vision of safer, better healthcare for all.

**What You Will Do**:
The Level 1 Application Support Analyst is part of the Customer Support team, ensuring that the right processes, people, and technology are in place to provide a ‘first-class’ service seamlessly integrated with the wider business. As the first point of contact for our customers, the Support Analyst plays a vital role in ensuring that requests are managed efficiently and professionally and are escalated to the right resolver group. Additionally, the role includes day-to-day operational support and service quality of the RLDatix managed Cloud service.

**Key Responsibilities**
- Provide the initial point of contact for our customers.
- Answer incoming calls from customers.
- Manage incoming requests from the Customer Portal tracking system and accurately describe steps required to reproduce the fault.
- Log and manage all incidents via the Service Management Tool, ensuring case details are accurate.
- Provide timely and consistent technical solutions to external customers and third parties based on service level agreements and implementation project agreements.
- Offer technical support in line with escalation timeframes through documented technical plans of action.
- Develop and maintain quality technical knowledge-based articles.
- Build strong customer relationships through direct communication with customers or third parties to achieve the highest levels of customer satisfaction.
- Deliver proactive and preventative customer support activities wherever possible.
- Perform any task required to meet customer and business demands placed on the Services and Support teams.

**Core Competencies You Will Need**:

- Customer Support: Demonstrate empathy and a strong desire to resolve customer issues, providing outstanding support.
- Communication: Effectively communicate and develop relationships with customers and colleagues. Provide case updates, produce reports, and escalate issues internally.
- Team Player: Enjoy working in a team environment and collaborating with others to solve customer issues.
- Problem Solving and Decision Making: Gather, verify, and assess information to gain an accurate understanding of situations. Evaluate evidence, seek advice, and make clear, timely decisions.
- Planning and Organising: Determine courses of action by breaking them down into smaller steps, planning and resourcing each step while considering potential problems.
- Building Relationships: Develop effective relationships with colleagues and customers, responding appropriately to feedback.
- Understanding RLDatix: Be aware of RLDatix Values, Corner Stones, strategies, policies, and procedures, and understand how the organisation operates.
- Innovation, Flexibility, and Adaptability: Undertake tasks with a positive attitude, respond well to management and customer requests, meet business goals, and adapt to change.

**Mandatory requirements**:

- Minimum 1-2 years of experience in a similar role.
- Microsoft SQL Server 2008 R2 and above.
- Microsoft Windows Server 2008 R2 and above.
- Experience in IT Operations supporting a Windows enterprise environment.
- Experience with Zendesk or similar ticketing solutions.

**Desirable**
- Knowledge of Remote Access Technologies (e.g., Citrix).
- Technical appreciation and competence across Networking, Security, Microsoft Technologies, and Hosting.
- Relevant certifications (MCITP, MCSA, VCP).
- IIS Administration & Diagnosis would be an advantage.
- Exposure to payroll systems, including award interpretation and in/out integrations.

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