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 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 ap

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:

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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