{"id":4072524,"url":"https://alion.io/job/instem-support-analyst-2","title":"Support Analyst","company":{"id":2133524,"name":"Instem","domain":"instem.com","url":"https://alion.io/company/instem-com","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Cornerstone","truth_index":{"grade":"B","score":81,"open_postings":8,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Stone, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Model Context Protocol","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-11T12:00:00Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T14:03:41Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.Why join us as a Support Analyst?You will be joining a well established Support team who will support and guide you as your career grows, here at Instem. What You’ll Be Doing\nProvide first-level application and technical support to end-users via all communication channels.\nAdherence to Response, Resolution and Continual contact SLA’s, ensuring timely resolution and follow-up.\nEnsure clear and timely communication with clients by providing regular updates on ticket progress, outlining next steps, and confirming resolutions.\nAccurately document the investigation and resolution of support incidents, providing clear steps to serve as a strong training foundation for future similar cases.\nCollaborate with other team members or cross functional groups to resolve more complex application/technical issues.\nAdherence to the Company’s Quality Management System to ensure that all work is handled Securely, Professionally and Diligently. What We’re Looking For\nFluent in spoken and written English\nBachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.\nProven experience in a technical support or help desk role.\nStrong knowledge of Windows operating systems, as well as common software applications.\nFamiliarity with network protocols, hardware components, and troubleshooting techniques.\nCertifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.\nKnowledge of our Quality Management System and its application to tasks associated with this role.\nExperience 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. Apply now - we’d love to hear from you, and our Talent team will be in touch. 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. Instem stores and processes data using an Applicant Tracking System (ATS). 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