Application Support Analyst

RLDatix; City of Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Job summary

RLDatix is seeking an Application Support Analyst to join our Customer Support team in Melbourne. You will handle frontline tickets, troubleshoot issues, and escalate when needed to ensure prompt, high-quality support for RLDatix applications.

You will work with SQL Server, Windows Server, and SaaS infrastructure, using Zendesk and other tools to keep tickets moving and to improve service delivery across a high-volume environment.

Qualifications

• 1–2 years in a similar application support, technical support, or customer support role.
• Experience with SQL Server 2008 R2 or above.
• Experience with Windows Server 2008 R2 or above.
• Experience in IT operations supporting a Windows enterprise environment.
• Experience supporting SaaS or enterprise-scale application infrastructure.
• Experience using Zendesk or a similar ticketing solution.
• A strong customer-service mindset with clear, responsive communication.
• Experience managing, triaging, and prioritising tickets in a high-volume environment.
• Ability to explain technical concepts clearly to different customers.
• Team-focused with the ability to manage competing priorities.
• Willingness to learn new technologies and tools.
• Knowledge of remote access technologies such as Citrix.

Responsibilities

• Deliver clear, responsive support to customers across phone and ticketing channels.
• Troubleshoot routine and semi-routine issues and guide customers with standard solutions.
• Gather information to identify issues and determine resolutions or escalation paths.
• Triagem and categorisation of high-volume tickets based on urgency.
• Escalate complex issues with documentation for higher-level teams.
• Utilise knowledge bases and standard procedures for first-contact resolutions.
• Leverage AI-powered tools to assist with triage and rapid resolutions.
• Apply product knowledge to support RLDatix applications and platforms.
• Identify recurring issues and propose improvements to the team.
• Maintain accurate records of interactions, troubleshooting, and outcomes.
• Collaborate with Customer Support and technical teams to maintain service levels.
• Continue expanding technical knowledge to support broader enquiries.

Skills

Customer support

SQL Server

Windows Server

SaaS support

Zendesk

Ticket triage

Communication

Troubleshooting

Teamwork

Planning & prioritisation

Citrix

Networking

Security

IIS

Payroll systems

Education

Tools

Zendesk

IIS

Citrix

Job description

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.

Job Description

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We're searching for a Application Support Analyst to join our Customer Support team, so that we can continue delivering responsive, high-quality support to our customers and help them get the most from our solutions. Application Support Analyst will act as a frontline point of contact, resolving routine and semi-routine enquiries, managing and triaging support tickets, and escalating more complex technical issues when required.

How You'll Spend Your Time

• Deliver clear, responsive support to customers across phone and ticketing channels, providing prompt acknowledgement and effective handling of Level 1 enquiries.
• Troubleshoot routine and semi-routine customer issues, adapting standard solutions and guidance to individual customer requirements.
• Gather and assess relevant information from customers to accurately identify technical issues and determine the appropriate resolution or escalation path.
• Manage high-volume support queues, triaging and categorising tickets accurately while prioritising work based on urgency and established service procedures.
• Escalate more complex technical issues to higher-level support teams, providing clear documentation and relevant diagnostic information to support efficient resolution.
• Use knowledge base resources, documented procedures, support tools, and standard troubleshooting techniques to resolve common customer issues at first contact wherever possible.
• Leverage AI-powered systems, automation capabilities, and digital support tools to assist with initial triage and provide rapid resolutions for standard cases.
• Apply foundational product and technical knowledge to support customers using RLDatix applications and associated platforms.
• Identify recurring customer issues and process inefficiencies, sharing observations with the wider team to support continuous improvement of service delivery.
• Maintain comprehensive and accurate records of customer interactions, troubleshooting activities, resolutions, and escalations.
• Work collaboratively with colleagues across Customer Support and other technical teams to maintain consistent service levels and positive customer experiences.
• Continue developing technical and product knowledge to increase first-contact resolution and effectively support a broader range of customer enquiries.

What Kind of Things We're Most Interested in You Having

• 1–2 years of experience in a similar application support, technical support, or customer support role.
• Experience working with Microsoft SQL Server 2008 R2 or above.
• Experience working with Microsoft Windows Server 2008 R2 or above.
• Experience in IT Operations supporting a Windows enterprise environment.
• Experience supporting SaaS or enterprise-scale application infrastructure.
• Experience using Zendesk or a similar ticketing solution.
• A strong customer-service mindset, with the ability to understand customer needs and provide clear, responsive, and professional support.
• Experience managing, triaging, and prioritising support tickets within a high-volume customer support environment.
• Strong communication skills, with the ability to adapt technical explanations for different customers and situations.
• Good troubleshooting and problem-solving skills, with the ability to gather information, assess issues, and apply established solutions effectively.
• The ability to work collaboratively as part of a team while taking ownership of individual customer enquiries.
• Good planning and organisational skills, with the ability to manage competing priorities and maintain consistent service levels.
• A flexible and adaptable approach, with an interest in learning new technologies, tools, and ways of working.

It would be great if you also have

• Knowledge of remote access technologies such as Citrix.
• Technical knowledge across Networking, Security, Microsoft Technologies, and Hosting.
• Relevant technical certifications such as MCITP, MCSA, or VCP.
• Experience with IIS administration and diagnosis.
• Exposure to payroll systems, including award interpretation and inbound/outbound integrations.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best.

RLDatix is committed to providing equal employment opportunities and creating an inclusive workplace where everyone feels valued and respected. We welcome applications from people of all backgrounds, and do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, age, disability, marital or family status, or any other protected attribute under applicable law.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that people with disability are provided reasonable adjustments throughout the recruitment process. If you require any adjustments to participate in the application or interview stages, please send a note to [e-mail].