RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

At RLDatix we’re making healthcare safer, together. Our shared passion for meaningful work drives us, while a supportive, respectful culture makes it all possible. As a team, we collaborate globally to reach our ultimate goal—helping people.

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.
• Proven experience in SaaS/Enterprise-scale application infrastructure management.
• 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.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to accessibility@rldatix.com.

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.