Application Support Analyst

Job Summary:

  • To work within the Service Desk environment reviewing 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
  • To keep abreast of ongoing and future Laboratory regulations, working practices, products and technologies within the pathology discipline

Responsibilities:

  • To comply with the CliniSys codes of conduct and guidelines.
  • To understand, comply and develop with customer and CliniSys procedures, working practices and directives in a timely manner.
  • Contribute to the development of product Software
  • To understand our Customers’ short and long term strategies, advise and assist with CliniSys products to facilitate these needs.
  • 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 high 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 caller) 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 establish and maintain a quality working relationship with the Software Development team for the purpose of reproducing, analysing and resolving incidents to software code level.
  • To work within the Fourth Line Review model 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 act as a Data Manager ensuring a secure approach to the handling and management of customer owned or patient identifiable data.
  • To behave as a role model: for delivering results; for enthusiasm and enjoyment of your work; for teamwork; for coaching and mentoring of colleagues and team members and for professional standards of behaviour.
  • To maintain and update all quality documentation issued to you by the company
  • 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
  • To attend agreed meetings with Clients or carry out further on site trouble shooting where appropriate to resolve or aid the resolution of service desk incidents.
  • To support the development of internal systems.
  • To attend team meetings and agreed training courses.
  • To be responsive to reasonable requests from your line manager.
  • 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 including holiday, sickness and overtime forms in a timely manner

Knowledge, Skills, Abilities:

  • BMS 7 / 8 in the UK Health sector.
  • Some experience in leading a team
  • 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
  • High levels of commitment and ability to take action when necessary
  • Ability and willingness to work independently
  • High level of customer service skills
  • Excellent decision making / problem solving skills
  • Strong planning and organisational skills
  • Adaptability / flexible to changing demands
  • Ability to implement and manage change
  • Assertiveness and sound judgement