Application Support Analyst (CLS Scientific)

Clinisys; Horsell; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Clinisys is seeking an IT Service Desk/Technical Support professional to join our hybrid UK team. You will manage customer incidents, troubleshoot applications and systems, and communicate updates to stakeholders.

The role emphasizes resolving issues, independent work, and continuous improvement, with onboarding requiring office presence on day one and collaboration with AI-enabled platforms.

Qualifications

• Minimum of 2 years' experience in a Service Desk, Helpdesk, Technical Support, or Application Support role.
• Strong problem-solving and analytical skills.
• Excellent communication and customer service skills.
• Able to manage multiple priorities and work independently.
• Comfortable learning and supporting complex software applications.

Responsibilities

• Manage and resolve customer incidents and support requests.
• Take ownership of issues through to successful resolution.
• Investigate and troubleshoot application, system, and user-reported issues.
• Escalate complex cases where required.
• Provide regular updates and maintain accurate support records.
• Build strong relationships with customers through excellent service and communication.
• Contribute to knowledge sharing and continuous improvement initiatives.

Skills

Problem-solving

Analytical thinking

Communication

Customer service

Multitasking

Independent work

Tools

Azure

Windows OS

Databases

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.

Key Responsibilities

• Manage and resolve customer incidents and support requests.

• Take ownership of issues through to successful resolution.

• Investigate and troubleshoot application, system, and user-reported issues.

• Escalate complex cases where required.

• Provide regular updates and maintain accurate support records.

• Build strong relationships with customers through excellent service and communication.

• Contribute to knowledge sharing and continuous improvement initiatives.

Skills & Experience

Essential

• Minimum of 2 years' experience in a Service Desk, Helpdesk, Technical Support, or Application Support role.

• Strong problem-solving and analytical skills.

• Excellent communication and customer service skills.

• Able to manage multiple priorities and work independently.

• Comfortable learning and supporting complex software applications.

Desirable

• Experience supporting web-based applications.

• Exposure to Microsoft Azure and cloud-hosted environments.

• Knowledge of Windows-based environments.

• Experience with databases, ticketing systems, and incident management processes.

Please note: Experience in a medical, pathology, or laboratory environment is not required. We're open to candidates with a strong IT support background and the ability to learn a complex application.

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.

#LI-AD #LI-HYBRID