Application Support Analyst

**Company Profile**:
RLDatix who have recently acquired Allocate Software, are a leading provider of software technology into the Healthcare, Government and Commercial sectors.

Allocate Software has been designing innovative products to optimise complex organisations since 1991. We have taken expertise from a number of industries and applied this to the specific issues and complexity of healthcare. Today we focus on delivering software tools to help healthcare institutions manage their staff safely and efficiently so that they can deliver exceptional care to all their patients. We have customers in 11 countries, with greater than 1 million people deployed using our software in over 800 organisations.

**Role Summary**:
This role will report to the Level 2 Support Team Lead.

**_Primary functions of this role are:_**
- Resolve and action escalated L1 ticket enquiries within established processes.
- Accurately and efficiently document resolutions.
- Accurately escalate bugs in a timely manner.
- Help identify areas for improvement and provide recommendations.

**_Responsibilities:_**

Specialist Support:

- Audit client systems to gain an insight into the ticketed issue.
- Review and test the applied scripts to all relevant sites.
- Produce documentation for resolved issues which includes a description of a script/fix and how it is used.
- Be proactive in the expansion and updates of the knowledge base register.
- Publish knowledge-based articles as requested.
- Participate and proactively contribute in all collaborative activities.
- Attend all meetings as required.
- Establish and maintain a solid understanding of RLDatix products.
- Establish and maintain a solid understanding of the context of how RLDatix products can be used in the real world.
- Undertake tasks as assigned by the L2 Support Team Lead.

Customer Service:

- Provide a superior level of support to ensure high levels of client satisfaction are upheld at all times.
- Communicate with clients as required to establish timelines for resolution of reported issues.
- Follow up and make scheduled call backs to clients where necessary.
- Adhere to defined Service Level Agreements and ensure best practice is followed.

Teamwork & Values:

- Undertake any other duties or tasks as assigned by the L2 Support Team Lead.
- Attendance at team and whole of company meetings.
- Act in the company’s best interest at all times keeping our reputation in high regard.
- Perform the best you can and support others in doing so, creating a culture of success.
- Act with honesty and integrity in everything you do.
- Value every voice, respect differences and maintain a safe and healthy working environment.
- Identify conflicts of interest and manage them responsibly.
- Respect and maintain confidentiality and privacy.
- Do not make or receive inappropriate payments, benefits or gains.
- Comply with our code of conduct and business ethics, the law and all company policies and procedures.
- Report any breaches immediately.

WHS Compliance:

- Maintain a safe and clean working environment at all times to eliminate potential hazards.
- Read posted memos about safety concerns in the workplace.
- Operate safety equipment and ensure the team uses safe work habits while performing job function.
- Adhere to all workplace health and safety (WHS) policies and procedures.

**Skills, Qualities & Experience**:

- 2+ year’s experience in a Support Desk/ Application Support position.
- 2+ years commercial experience of RLDatix core technologies including ASP.net. SQL, VB, C#, XML, HTML5, JavaScript and jQuery.
- Proficient with Team Foundation Server, Visual Studio.
- Ability to effectively document and communicate support requirements both written and verbally.
- Patience and commitment to achieve predetermined goals as set by internal and external stakeholders.
- Strong attention to detail and proactive in providing quality service to all stakeholders.
- Tertiary Qualifications aligned to the role; or Microsoft Vendor certifications.
- Initiative, strong analytical and problem solving skills.
- Excellent attention to detail.
- Excellent verbal and written communication and interpersonal skills.
- Ability to effectively communicate with all clients and internal stakeholders.
- Ability to prioritise workloads.
- Working with Children Check (where required for servicing certain customers).