Service Desk Analyst

**Background**

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk, and compliance tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively and immediately through dynamic policy and procedure management.

RLDatix is truly global, with offices in London, Toronto, Chicago, Fairfax, Melbourne, Adelaide, San Jose, and Riyadh, allowing us to be at the forefront of global patient safety and GRC movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We are always looking for people who are passionate about making a positive change in healthcare to join our team.

**The Role**

As a Service Desk Analyst, you will be responsible for providing first-line technical support to our clients using RLDatix products. You will troubleshoot and resolve issues related to software installations, configurations, and usage. You will also provide guidance and assistance to clients on how to effectively utilize RLDatix products to meet their specific needs.

You will work closely with the support team to ensure timely resolution of client issues and maintain a high level of customer satisfaction. Additionally, you may be involved in knowledge base updates, training materials development, and other support-related activities.

You will need to handle day-to-day operational aspects with the team, training, and development rather than high-level strategy.

**Key Responsibilities**

**Provide First-Line Support**:

- Review, analyze, and troubleshoot customer support cases on the service management portal.
- Diagnose issues, identify root causes, and recommend appropriate solutions.
- Escalate complex cases to the appropriate support level when needed.

**Maintain Client Satisfaction**:

- Deliver timely and accurate resolutions to customer inquiries.
- Work collaboratively with clients to understand their needs and ensure clear communication.
- Manage client expectations effectively throughout the resolution process.

**Technical Expertise**:

- Possess a strong understanding of RLDatix products and their functionalities.
- Maintain updated knowledge of healthcare IT best practices and industry standards.
- Utilize system configuration tools to implement basic modifications and workarounds.

**Documentation and Training**:

- Follow established procedures and ensure accurate documentation of service interactions.
- Participate in internal knowledge base development to share solutions and best practices.
- Assist with user training on basic system functionalities when needed.

**Skills and Experience**
- **Technical Skills**: Experience with service desk ticketing systems, IT troubleshooting methodologies, and basic understanding of healthcare IT systems.
- **Problem-Solving Skills**:Excellent analytical and problem-solving skills to diagnose and resolve complex user issues.
- **Communication Skills**: Strong written and verbal communication skills to effectively interact with clients, colleagues, and internal teams.
- **Customer Service**: A passion for delivering exceptional customer service and fostering positive client relationships.
- **Learning Agility**: An eagerness to learn new technologies, processes, and RLDatix products.
- **Teamwork**: Ability to collaborate effectively within a team environment.

**Requirements & Qualifications**
- Bachelor’s degree in computer science, Information Systems, or a related field preferred.
- 1-2 years of experience in a technical support role or related experience.
- Experience with healthcare IT a plus.
- Strong proficiency in English language, Arabic language fluency preferred.
- Excellent analytical and problem-solving skills.
- Excellent communication and interpersonal skills.

**Benefits**

RLDatix offers a competitive compensation and benefits package including health insurance, paid time off, and paid holidays.

**Travel**

Limited travel within the MEA region may be required upon business needs.

**To Apply**

**Note**: This revised job description focuses on the core responsibilities and requirements for a **Service Desk Analyst **role within RLDatix.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change over time to accommodate business needs.