Application Support Analyst

Job Description

The Application Support Analyst will work within the Service Management environment administering 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.

• Be responsible for the administration of all incidents raised with the service desk from our customers.
• Be fully conversant with the core functionality of Pathology products and that of general disciplines.
• Participate in the help desk shifts as required.
• Fully understand the service Clinisys has been engaged to deliver in line with contractual and other customer expectations.
• Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and Pathology issues/pressures.
• 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.
• 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.
• 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.
• Understand and operate the escalation procedure within the defined limits of time, knowledge, and level of contracted support.
• Partake in the training of clients and other members of staff as and when required to resolve or aid resolution of service desk incidents.
• Participate in an on-call rota after a qualifying period.
• Assist in paid out-of-hours work when requested.
• Attend team meetings and agreed training courses.
• Be responsive to reasonable requests from your line manager team.
• Contribute to and support Pathology team members and build knowledge base.
• Progress personal development and encourage the development of other team members.
• Complete administrative duties, e.g. holiday, sickness, and overtime forms in a timely manner.

• 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

• 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.

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.