Support Analyst

Support Analyst

Location: Stone, Staffordshire Hybrid working, 2 days a week in our Stone Office

Status: Permanent

Package: Competitive Salary, Flexible Working, Development & Opportunity (Personal & Technical), Private Medical (Optical & Dental options), Matching Contributory Pension, 25 Days Leave + Public Holidays + Buy and Sell Scheme, Life Insurance, Referral Scheme, Employee Assistance Program, Benefits Hub.

At Instem, you’ll empower pharmaceutical companies, CROs, government agencies, academic institutions, by providing cutting‑edge SaaS solutions and consultancy services designed to help researchers make discoveries, and to accelerate and advance their research programs.You’ll work with technology that supports over 50% of global drug discovery and is trusted by leading pharmaceutical, biotech and CRO organisations worldwide.

The Support Analyst will be responsible for providing technical assistance and support to end-users, resolving software and hardware issues, and ensuring the smooth operation of deployed SaaS application systems.

Our Culture & Work Environment.

You’ll be part of a friendly, solutions‑focused environment within a global business of over 400 people. Here, you’ll experience a high‑performance culture balanced with genuine flexibility - we trust you to take ownership, deliver meaningful results, and work in a way that suits you.You’ll be encouraged to grow, share your ideas, and make a real impact.

We’re passionate about creating a place where you can develop your skills, contribute confidently, and succeed in your career.

What You’ll Be Doing

• Provide first‑level application and technical support to end‑users via all communication channels.
• Adherence to Response, Resolution and Continual contact SLA’s, ensuring timely resolution and follow‑up.
• Ensure clear and timely communication with clients by providing regular updates on ticket progress, outlining next steps, and confirming resolutions.
• Accurately document the investigation and resolution of support incidents, providing clear steps to serve as a strong training foundation for future similar cases.
• Collaborate with other team members or cross functional groups to resolve more complex application/technical issues.
• Adherence to the Company’s Quality Management System to ensure that all work is handled Securely, Professionally and Diligently.

What We’re Looking For

• Fluent in spoken and written English
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in a technical support or help desk role.
• Strong knowledge of Windows operating systems, as well as common software applications.
• Familiarity with network protocols, hardware components, and troubleshooting techniques.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
• Knowledge of our Quality Management System and its application to tasks associated with this role.
• Experience using AI enabled tools to improve support operations, such as ticket triage, knowledge management, response quality, or efficiency. Familiarity with applying AI to enhance customer and internal support outcomes is expected.

Ready to Make a Difference?

Join a team that values your perspective and supports your growth, while helping shape the future of life sciences.

Equal Opportunity Employer

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.