Application Support Analyst

Clinisys; Woking; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

Clinisys is seeking an Application Support Analyst to manage incidents within SLA in a Service Management environment. This permanent role follows a five‑day week with core hours from 08:00 to 20:00, and a hybrid model with three days in the Woking office.

You will build rapport with end users, resolve calls, and participate in on‑call and training activities, applying knowledge of AI‑enabled pathology tools where appropriate. Strong IT experience and excellent communication are essential.

Qualifications

• Experience of IT systems.
• Excellent verbal and written communication with technical and non-technical clients at all levels.
• Ability and willingness to work independently with high customer service focus.
• Strong decision making and problem solving abilities.
• Good planning and organisational skills.
• Adaptable to changing demands and able to manage change.

Responsibilities

• Administer and resolve incidents raised with the service desk to satisfy customer and business requirements.
• Be fully conversant with core functionality of Pathology products and general disciplines.
• participate in help desk shifts as required.
• Develop and maintain rapport with end users by understanding their IT environment and Pathology issues.
• Maintain elevated levels of call ownership and keep customers updated on progress.
• Work with mentoring team to develop diagnosis, analytical, and technical skills to meet service levels.
• Understand and operate escalation procedures within time and contract limits.
• Attend training and onboarding activities for clients and staff.

Skills

IT systems

Customer service

Communication skills

Independent work

Decision making

Planning & organisation

Adaptability

Change management

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.

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.

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.