Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys’ platform and cloud-based solutions in over 4,000 laboratories across 39 countries. Headquartered in Tucson, Arizona, and Woking, England, Clinisys’ mission is to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.

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 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.

Clinisys Commitment to Equal Opportunity
As an equal opportunities employer, Clinisys is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of background to apply and join Clinisys.

Disclosure and Barring Service Check
This role is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

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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