Application Support Officer (Service Desk Analyst)

About the role

Alcidion is looking for a proactive, organised and customer‑focused Application Support Officer to join its Service Desk team. Reporting to the Head of Support UK, you will provide technical and functional assistance to external healthcare customers using Alcidion’s suite of products.

Key responsibilities

• Provide application support for Alcidion and third‑party healthcare solutions.
• Troubleshoot and resolve complex Level 2/3 incidents following documented processes.
• Log, prioritise and resolve incidents in line with service‑level agreements.
• Escalate unresolved issues to development teams when required.
• Maintain clear documentation of incidents, actions taken and next steps.
• Contribute to knowledge sharing, process improvement and service optimisation initiatives.
• Support Alcidion’s FHIR‑based platforms that digitise patient care across NHS Trusts.

Required profile

• Experience in an external customer support environment, preferably within healthcare.
• Strong organisational skills and a customer‑centric attitude.
• Ability to work effectively in complex healthcare settings, including Electronic Patient Record (EPR) environments.
• Excellent communication skills and the ability to collaborate within a team.

Required skills

• Application support
• Incident management (Level 2/3 troubleshooting)
• FHIR platform knowledge
• Electronic Patient Record (EPR) systems