CAD Support Analyst - Cleric Computer Services
About this role
Role Purpose The Support Analyst provides frontline technical and application support for mission‑critical software used by UK Ambulance Services, including CAD, clinical triage, and operational intelligence platforms. The role ensures high system availability, rapid issue resolution, and consistent service quality for our customers. The analyst acts as a key link between customers, internal engineering teams, and operational stakeholders, ensuring incidents are managed professionally, risks are escalated appropriately, and service performance remains audit‑ready. Key Responsibilities Incident Management & Technical Support Provide first‑line and second‑line support for CAD and associated clinical/operational systems used by Ambulance Trusts. Triage, diagnose, and resolve incidents within agreed SLAs, ensuring accurate categorisation and prioritisation (e.g., P1/P2 critical events). Maintain clear, concise, audit‑ready incident records suitable for NHS trust reporting and contractual compliance. Escalate complex issues to engineering teams with structured, reproducible evidence and impact statements. Customer & Stakeholder Communication Act as a professional, calm point of contact for Trust nominated staff, operational managers, and trust IT teams. Provide clear updates during live incidents, including expected timelines, workarounds, and risk considerations. Support customer onboarding, training, and familiarisation with system features and best‑practice workflows. Monitoring & Proactive Assurance Monitor system health dashboards, alerts, and logs to identify emerging issues before they impact service. Contribute to proactive maintenance activities, patch deployments, and release readiness checks. Assist in validating new software releases, ensuring they meet operational, clinical, and resilience requirements. Documentation & Knowledge Management Produce and maintain support documentation, runbooks, troubleshooting guides, and customer‑facing knowledge articles. Ensure all support processes remain aligned with ISO 27001, NHS DSPT, and internal ISO9001 quality management frameworks. Capture lessons learned from incidents and feed them into continuous improvement cycles. Operational & Regulatory Alignment Understand the operational context of Ambulance Services, including EOC workflows, clinical triage pathways, and dispatch processes. Support compliance with service contracts, availability targets, and regulatory expectations for critical systems. Participate in service reviews, audits, and customer assurance meetings. Collaboration & Continuous Improvement Work closely with developers, QA, product managers, and implementation teams to resolve issues and enhance system stability. Identify recurring problems and contribute to root‑cause analysis and long‑term fixes. Suggest improvements to support processes, tooling, and customer experience. Essential Skills & Experience Experience in service desk, or application support roles within a software or IT services environment. Strong diagnostic skills with the ability to interpret error messages, system behaviour and customer service requests. Excellent communication skills, particularly in high‑pressure or time‑critical situations. Understanding of ITIL processes (Incident, Problem, Change). Ability to work within a regulated, safety‑critical environment. Desirable Skills Experience supporting emergency services, healthcare systems, or other mission‑critical platforms. Familiarity with CAD systems, triage tools, or operational dispatch workflows. Understanding of resilience, failover, and high‑availability architectures. Role Characteristics Calm under pressure, able to support customers during operationally sensitive incidents. Detail‑oriented with strong documentation discipline. Collaborative, customer‑focused, and committed to service excellence. Comfortable working in an environment where reliability, accuracy, and accountability are paramount.
What this role is, and what else it is called
Employers in the UK advertise this kind of work as IT Support Engineer, Technical Support Engineer, IT Support Technician and Support Engineer too, so it is worth searching more than one wording. It is a mid-level IT Support & Service Desk role in the UK, advertised without a stated working pattern, which is worth asking about.
About hiring at Cleric
Cleric appears alongside 5 other live technology roles on this source domain, across IT Support & Service Desk and Software Engineering. We have observed technology postings on Cleric since June 2026. See all Cleric roles, salaries and stack.
Detected on Cleric's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site.