Level 1 Application Support Analyst

2 weeks 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.

  • Application Support Analyst

    2 weeks ago

    Melbourne, Australia Aurec Human Capital Group Full time

    **Application Support Analyst** Our client is seeking an Application Support Analyst to join their prestigious insurance company located in Melbourne, offering a permanent position, with an attractive salary and a competitive remuneration and incentive program, how could you not read on? *** **The Role**: As an Application Support Analyst, you will be...

  • Application Support Analyst

    2 weeks ago

    Melbourne, Australia Aurec Full time

    **Application Support Analyst** Our client is seeking an Application Support Analyst to join their prestigious insurance company located in Melbourne, offering a permanent position, with an attractive salary and a competitive remuneration and incentive program, how could you not read on? *** **The Role**: As an Application Support Analyst, you will be...

  • Level 1 Security Analyst

    4 days ago

    Melbourne, Australia Triskele Labs Full time

    The Level 1 SOC Analyst is responsible for ongoing monitoring and triaging of Triskele Labs Security Operations Centre (SOC) clients on a 24x7x365 basis. This includes monitoring of SIEM technologies, Vulnerability Management and Threat Intelligence Management to identify and report on potential threats within a client network. In addition to raising...

  • Level 1 Security Analyst

    3 weeks ago

    Melbourne, Australia Triskele Labs Full time

    The Level 1 SOC Analyst is responsible for ongoing monitoring and triaging of Triskele Labs Security Operations Centre (SOC) clients on a 24x7x365 basis. This includes monitoring of SIEM technologies, Vulnerability Management and Threat Intelligence Management to identify and report on potential threats within a client network. In addition to raising...

  • Level 1 Security Analyst

    3 weeks ago

    Melbourne, Australia Triskele Labs Full time

    The Level 1 SOC Analyst is responsible for ongoing monitoring and triaging of Triskele Labs Security Operations Centre (SOC) clients on a 24x7x365 basis. This includes monitoring of SIEM technologies, Vulnerability Management and Threat Intelligence Management to identify and report on potential threats within a client network. In addition to raising...

  • Level 1 Security Analyst

    1 week ago

    Melbourne, Australia Triskele Labs Full time

    The Level 1 SOC Analyst is responsible for ongoing monitoring and triaging of Triskele Labs Security Operations Centre (SOC) clients on a 24x7x365 basis. This includes monitoring of SIEM technologies, Vulnerability Management and Threat Intelligence Management to identify and report on potential threats within a client network. In addition to raising...

  • Application Support Analyst

    3 weeks ago

    Melbourne, Australia Aurec Human Capital Group Full time

    We are seeking an Application Support Analyst to join one of Australia's largest Insurance broking and risk management companies within Melbourne CBD. *** **This permanent and full time position has responsibility for**: - Providing level 2 service support in accordance with established ITIL practices. - To investigate and remediate incidents involving...

  • Security Analyst

    2 weeks ago

    Melbourne, Australia LAB3 Full time

    We get the power of automating code. Our people innovate together in ways that disrupt the industry for our customers, partners and communities. LAB3 are growing and there’s no stopping us - maybe this might just be the opportunity for you. Our offer to you It is our purpose to unlock innovation in every team, and we know that teams perform best when they...

  • Service Desk Analyst

    3 weeks ago

    Melbourne, Australia Hudson Australia Full time

    Great opportunity for a Level 1 & 2 Service Desk Analyst who is a self starter with a strong technical aptitude and a customer centric approach, to joing a highly technical and colaborative team on a 12 month ongoing contract, $45 - 50 /hr. Required is a proven track record of level 1 & 2 on-site support, Win 10, Office 365, SCCM. Great opportunity for a...

  • Application Support Analyst

    4 weeks ago

    Melbourne, Australia Team Employment Full time

    Melbourne, South East Suburbs IT Support Our client is a leading provider of GPS tracking systems to the transport industry in Australia. Due to continued growth, we are seeking an enthusiastic Application Support Analyst to join a growing service desk support team **based in Mulgrave.** The primary purpose of this role is to be the key contact point...

  • Application Support Analyst

    4 weeks ago

    Melbourne, Australia Australia Post Full time

    **Help us deliver like never before** We’re looking for an **Application Support Analyst **to join our diverse, talented and innovative digital technology team who together are helping our customers and communities build a better future. Together, we design, build and maintain products, services and experiences that Australian's love and trust, while...

  • Euc Support

    2 weeks ago

    Melbourne, Australia Infotech People Full time

    3 month initial contract with view to extensions - Melbourne CBD location - EUC Desktop Support within an outstanding work environment Our client is an MSP with substantial growth over the past 3 years and a solid pipeline of work to come. As a result, we have openings for multiple EUC Support Analyst to provide Level 1 / 2 Desktop Support to customers via...

  • Application Support Analyst

    3 weeks ago

    Melbourne, Australia WEX, Inc. Full time

    Application Support Analyst **The Role** You must possess strong technical aptitude and excellent customer service skills. Must be able to communicate effectively to understand the problem, work with the end user and clearly explain its solution and should be customer-oriented and patient to deal with difficult customers. **The Role and...

  • Level 1/2 IT Support Analyst

    7 days ago

    Melbourne, Australia FourQuarters Full time

    6 Month Contract Role - Melbourne CBD Location - Flexible Working Available **About the role** Your role will include: - Providing Level 1/2 IT Service Desk support to staff across Australia - Ensuring all tickets are actioned in a timely manner - Performing regular system checks - Maintaining and updating system documentation as required - Ownership of...

  • Application Support Analyst

    2 days ago

    Melbourne, Australia PRA Full time

    **Applications Support Analyst** **Exciting role, work with an off the shelf platform.** This role has been newly created to help support our clients growing business and new products. Our client is the largest in its industry across Australia and is a well-known brand. You'll have the opportunity to work with a social good company and contribute to the...

  • IT Application Support Analyst

    2 weeks ago

    Melbourne, Australia Mercedes-Benz Financial Services Australia Full time

    **Aufgaben**: - IT Application Support Analyst - At Mercedes-Benz Financial Services Australia, we offer financial solutions and convenience that dealers and customers need—all at a great place to work. We strive to be the company of choice for all our customers’, from financing and insurance, through to a whole host of vehicle-related services. - As...

  • IT Application Support Analyst

    2 weeks ago

    Melbourne City Centre, Australia HAYS Full time

    Application Support Analyst **Your new company** **Your new role** In this exciting new role, you will be: - Managing Incidents, Changes, Problems and Requests ensuring proactive approach to minimise impact and reduce reoccurring incidents to our customers and business stakeholders following ITIL principles - Identifying and driving continual Service and...

  • Application Support Analyst

    3 weeks ago

    Melbourne City Centre, Australia FinXL Full time

    **Job details**: - Posted 11 September 2024 - SalaryNegotiable - LocationMelbourne CBD - Job type Contract - DisciplineDigital & Product Engineering - Reference90M0648771_1726016741 **Job description**: **Melbourne CBD and Work from home** **6 Months + extendable** **Great company** We are looking for an experienced** Application Support Analyst** to work...

  • Application Support Analyst I Service Now

    3 weeks ago

    Melbourne City Centre, Australia HAYS Full time

    Application Support Analyst I Local Government **Your new company** *** Local council **Your new role** **Our client (local council) is seeking a Application Support Analyst Service for Now System administration, and HR portfolio - level 2 & 3 The Key Responsibilities include but are not limited to: - Provide ‘Level 2 & 3’ ICT support to users of the...

  • Application Support Analyst

    4 weeks ago

    Melbourne, Australia FourQuarters Full time

    Melbourne Docklands Location - Excellent Culture - Full Time | Permanent Position **The Company** Join an industry leading property and construction organisation based in Docklands **The Opportunity** An excellent opportunity for an experienced Salesforce Administrator to join a business with a huge focus on creating an excellent culture and developing its...