Application Support Analyst

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 is responsible for managing and resolving customer incidents within agreed SLAs, ensuring a high level of customer service and support for Clinisys Pathology applications.

Working Pattern:
Permanent, full-time role working a five-day week on a shift rota covering core hours of 08:00 to 20:00, Monday to Friday. Hybrid working with 3 days per week in our Woking office.

Key Responsibilities

• Manage and resolve customer incidents via the service desk, ensuring timely updates and resolution within SLA targets.

• Develop a strong understanding of Clinisys Pathology solutions and customer environments.

• Take ownership of support cases from initial logging through to satisfactory conclusion.

• Escalate issues appropriately and follow defined support processes.

• Work collaboratively with senior team members to develop technical, analytical, and troubleshooting skills.

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

• Deliver training and knowledge sharing with customers and colleagues where required.

• Participate in team meetings, training activities, and an on-call rota following a qualifying period.

• Support continuous improvement initiatives and contribute to the team knowledge base.

• Complete required administrative tasks and support wider team objectives as needed.

Essential Skills & Experience

• Experience working with IT systems.

• Strong problem-solving and analytical skills.

• Excellent written and verbal communication skills.

• Ability to work independently and manage competing priorities.

• Customer-focused with strong organisational skills.

• Adaptable and able to work effectively in a changing environment.

Desirable Skills & Experience

• Experience in an IT Service Desk or Application Support environment.

• Knowledge of laboratory or pathology workflows.

• Familiarity with ticketing systems and incident management processes.

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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