Application Support Analyst

Clinisys; Horsell; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Clinisys, a global provider of AI-enabled diagnostic informatics, is seeking an Application Support Analyst. You will handle incidents, understand pathology product functionality, and participate in a rotating help desk schedule.

This permanent role operates five days with a hybrid pattern, three days in the Woking office. You will build strong end-user relationships, manage calls to resolution, and contribute to the team’s knowledge base while delivering high levels of customer service in a

Qualifications

• Experience of IT systems.
• Excellent verbal and written communication with technical and non-technical audiences.
• Ability to work independently and manage multiple incidents.
• Strong customer service orientation and problem solving.
• Decision making under pressure and good planning skills.
• Adaptable to changing demands and capable of handling change.

Responsibilities

• Administrate and resolve incidents raised by customers within SLA timescales.
• Maintain familiarity with core Pathology product functionality and related disciplines.
• Participate in help desk shifts and ensure escalation where needed.
• Develop rapport with end users and keep stakeholders updated on progress.
• Manage calls to a satisfactory conclusion and contribute to knowledge base.

Skills

IT systems

Motivational skills

Communication skills

Independence

Customer service

Decision making

Planning

Adaptability

Change management

Ticketing system awareness

Tools

Ticketing System

Job description

Building an AI‑first organisation is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI‑enabled, cloud‑based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues—regardless of role or function — to work confidently with AI‑enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve, must drive an AI first sense of purpose and urgency.

Clinisys has built an unrivalled reputation for deploying complex diagnostic networks and academic centres – and is the only provider to repetitively deliver to all disciplines end-to-end – at scale. Fostering healthier communities.

Job Description

The Application Support Analyst will work within the Service Management environment administrating and resolving incidents as logged by Clinisys customers within Service Level Agreement timescales as directed by the Service Desk Manager and the Support Director to satisfy the customer and business requirements.

Please note this is a permanent role comprising a five-day week with shifts to cover our core hours of 08:00 – 20:00 for Monday to Friday. Hybrid working model with 3 days in the Woking office.

Responsibilities:

• To be responsible for the administration of all incidents raised with the service desk from our customers.
• To be fully conversant with the core functionality of Pathology products and that of general disciplines.
• To partake in the help desk shifts as required.
• To fully understand the service Clinisys has been engaged to deliver in line with contractual and other customer expectations.
• To develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and Pathology issues/pressures.
• To establish and maintain elevated levels of call ownership - resolving, progressing, and managing all calls to a satisfactory conclusion on the Clinisys call management system, ensuring that appropriate parties (including the customer) are kept up to date on call progress.
• To establish a quality working relationship with end users and solve their problems in a timely fashion by using and developing diagnosis, analytical, problem solving, discipline specific and technical skills to achieve Service Levels.
• To work with the Senior Application Support Analyst and Application Support Specialist for mentoring and development of diagnosis, analytical, problem solving, discipline specific and technical skills to achieve service levels.
• To understand and operate the escalation procedure within the defined limits of time, knowledge, and level of contracted support.
• To partake in the training of clients and other members of staff as and when required to resolve or aid resolution of service desk incidents.
• To participate in an on-call rota after a qualifying period.
• Assist in paid out-of-hours work when requested.
• To attend team meetings and agreed training courses.
• To be responsive to reasonable requests from your line manager team.
• Contribute to and support Pathology team members and build knowledge base.
• To progress personal development and encourage the development of other team members.
• To complete administrative duties, e.g. holiday, sickness, and overtime forms in a timely manner.

Knowledge, skills, abilities:

• Experience of IT systems
• Strong motivational skills – can deliver the tasks in difficult circumstances.
• Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels.
• Ability and willingness to work independently.
• High-level of customer service skills.
• Excellent decision making, and critical and problem-solving skills.
• Strong planning and organisational skills.
• Adaptability / flexible to changing demands.
• Ability to implement and manage change.

Ideally:

• Knowledge of Laboratory procedures in a relevant discipline.
• Experience in an IT Service Desk environment.
• Awareness of a Ticketing System for case logging, progression, and resolution.

This role requires a working knowledge of Artificial Intelligence (AI) technologies and the ability to leverage them to improve processes and outcomes. A core understanding of AI concepts is required and must be able to demonstrate the use of AI tools in a professional setting.

Onboarding

As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment. This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.

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