CQRS Service Desk Analyst

NHS; Chesterfield; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

The CQRS Service Desk Analyst role sits within the NECS CQRS team in the NHS, delivering first-line customer support to NHSE, commissioners and GP practices. You will log, triage and resolve incidents and service requests, prioritising timely responses and accurate records, with hybrid work from home and office in Chesterfield.

Training will be provided to gain CQRS product knowledge; prior customer‑facing experience is required, and you will work a variable shift pattern on a rota basis to

Qualifications

• ITIL or equivalent qualification; NVQ Level III in Business/Administration or equivalent; NVQ2 Customer Care or equivalent.
• Proven experience in customer facing delivery roles.
• Experience logging and managing customer tickets using ITSM tooling.

Responsibilities

• Be part of a team delivering customer support for CQRS to NHSE, Commissioners and GP practices.
• Ensure timely resolution of incidents and fulfilment of customer requests per procedures.
• Provide high quality remote service desk support with accurate recording of interactions.
• Escalate tickets to second line where needed to ensure timely resolution.

Skills

Customer facing delivery

ITIL awareness

Communication skills

Problem solving

Education

ITIL qualification

NVQ Level III in Business/Administration

NVQ2 Customer care

Tools

ITSM tooling

Job description

Go back NHS North Of England Commissioning Support Unit

CQRS Service Desk Analyst

The closing date is 04 October 2026

Are you a customer-focused & self-motivated Service Desk Analyst?

Are you looking for an opportunity to make a real difference to your end users?

We are looking for an experienced & enthusiastic customer focused Service Desk Analyst to join the Calculating Quality Reporting System (CQRS) team. The team offers customer facing product support services to a wide array of clients across the health sector, including Commissioners, General Practices plus NHSE users.

The CQRS Service Desk Analyst is seen as a key role by the end user community within a wider CQRS collaborative team that ensures that the CQRS system provides accurate information on payments due to General Practices for the additional services they deliver.

The core CQRS Service Desk team is based in our Chesterfield office, although we offer hybrid working in this role meaning that the successful candidate can work from a mixture of locations including home & office.

We provide support to our end users Monday-Friday 08:00 to 18:00, so candidates will need to be able to work on an alternating 08:00 to 16:00 and 10:00 to 18:00 shifts, arranged on a rota basis by the team leaders based on coverage requirements.

This role is scheduled to be part of a service transfer within the current financial year due to the continued requirement of the service.

Main duties of the job

This role will be responsible for:

• Providing a high-quality service that is customer focus using detailed knowledge of the CQRS applications to resolve issues and queries. (Training will be provided to obtain the required product knowledge, but experience of working in customer focused roles is required).
• Responding to phone and email contacts from end users and accurately recording details within the IT Service Management tooling.
• Providing assessment, categorisation, prioritisation for incidents and service requests targeting a quality based first contact resolution.
• Liaising and Escalating tickets with second line support groups to ensure timely resolution where first line resolution is not possible.

About us

At NECS we are very proud to be part of the NHS England family. We are one of the very few truly customer-owned entities within the NHS. We have grown from our roots in the North East to be an NHS business with customers the length and breadth of the UK and further abroad. Our customer base has diversified significantly over this period, and we are now very pleased to be serving NHS providers as well as commissioners, NHSE regions, Local Authorities, General Practices and national NHSE Directorates.

NECS combines specialist skills and expertise with scale and resilience to achieve required results. We combine core NHS values with a sharp focus on customer care and a relentless pursuit of continuous improvement. We very much see ourselves as a key partner in the future success of the healthcare system and we take our share of the responsibility for shaping effective delivery.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. Were passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that as well as an excellent benefits package including generous holidays and pension plus free car parking and access to NHS discounts.

Job responsibilities

JOB PURPOSE

• Be part of a team which delivers an effective Customer Support Service to NHSE, Commissioners and GP's for the CQRS application.
• The post holder will be responsible for ensuring the timely resolution of incidents and fulfilment of customer requests, in accordance with standard operational procedures and agreed performance criteria.
• To provide consistent high quality support services to the customer base. The service will be undertaken remotely.

DIMENSIONS

The CQRS Services Desk is the end users facing focal point for the delivery of CQRS services drawing on multi-disciplinary teams to manage the day-to-day planning and delivery of services to customers; co-ordinating a programme of projects and services on their behalf. It utilises best practice methodologies and tools to enable common ways of working, continuous improvement and best practice.

The team offers customer facing product support services to a wide array of users across the health sector, including Commissioners, General Practices plus NHSE users.

GENERIC DIRECTORATE AND CORPORATE RESPONSIBILITIES

• Responsible for supporting the provision of a high quality, efficient and customer focused support service to a broad range of customer groups.
• To provide cover in other service support areas within the department as appropriate.
• Support change management process and procedures as required.
• Support the development and use of the IT service knowledge base.
• Support the creation, maintenance and update of user guides.
• Support the achievement of service level agreements as defined within the service contract.
• Adhere to all relevant internal service management processes and procedures.
• Take ownership of user service requirements and be pro-active when dealing with user requirements, providing an informative and knowledgeable response.
• Ensure, friendly, courteous and effective communication with customers to ensure their needs are addressed in a professional manner.
• Maintain and support improvement of overall customer satisfaction.
• Capacity to understand complex facts or situations requiring analysis and interpretation with the ability to investigate and resolve complex issues, where there are a number of options available using established techniques and available resources.
• Propose policy or service changes which impact beyond own area such as any expertise in a particular area of IT support gained from previous experience or any current study areas.
• Maintains an up-to-date awareness of advances in Information Technology and NHS Information Technology standards and initiatives, through reading and participation in appropriate training and other activities.
• Provide advice and guidance on a range of issues related to the provided services.
• To monitor adherence to the local IT Security Policy.
• Proactive in forging links with stakeholders across all organisations.
• Conform with the Data Protection Act, Caldicott recommendations and IT security policy.
• Always focus on continuous improvement, in all service areas, to consistently exceed customer expectations.
• You may be required to undertake any other duties as may be reasonably required of you commensurate with your grade or level within the organisation.

ROLE SPECIFIC RESPONSIBILITIES

• To provide an effective Service Desk and first line support service to NHS England, and their customers by taking calls directly from customers or by responding to their emails.
• Reviews, proposes changes to, refines and implements policies and procedures on the use and successful functioning of the CQRS Service Desk in line with the ITIL framework for IT service delivery.
• To be responsible for ensuring the timely resolution and accurate recording of incidents and fulfilment of customer requests, in accordance with standard operational procedures and agreed performance criteria.
• Where possible, to diagnose and resolve as many support queries as possible in the first instance, rather than allocating to a technical team member.
• To be responsible for escalation of incidents and requests which cannot or are unlikely to be resolved within agreed service levels.
• To distribute support requests to relevant technical teams by assessing the urgency and importance of incidents, and proactively allocating or escalating as appropriate.
• To be responsible for the prompt escalation of all suspected security incidents to ICT Security Management.
• Effective, pro-active liaison with key internal service management, alerting of potential major incidents and taking ownership for effective communications and distribution of information updates until call closure (supporting Major Incident management process and procedure).
• To liaise with external third-party suppliers.
• Monitor incidents approaching SLA breach and ensure they are escalated to the appropriate people.
• Responsible for maintaining information systems such as user accounts, system rights and desktops.
• Maintain an accurate asset database of customers and equipment.
• Cover the Service Desk effectively, possibly as part of a rota to ensure the Service Desk is manned to meet the business requirements.
• Other ad-hoc duties required to meet the needs of the service.

Qualifications

• Suitable professional qualification: ITIL, NVQ Level III in Business, Administration (or equivalent), NVQ2 Customer care (or equivalent), or relevant experience to an equivalent level.

Disposition

• Able to prioritise work, and work well against a background of change and uncertainty.
• Adaptable to situations, can handle people of all capabilities and attitudes.
• The ability to keep calm in stressful situations.
• Commitment to team-working and respect for the skills of others.
• Self-motivated, proactive and innovative.
• Ability to promote workforce diversity and contribute to wider equality and diversity agenda.
• Able to switch from one task to another without losing focus, holding a clear overview while paying attention to key aspects of detail.
• Excellent oral and written communications
• The ability to work under pressure to meet agreed service levels.
• Proven ability to work well in a customer focused team.
• The ability to work flexibly across the department.
• Track record of performance management and delivery of projects, targets, national policy implementation, change management.
• Ability to understand complex business requirements and translate these in a meaningful way.
• Proven ability to understand complex information and interpret service impact.

Circumstances

• Ability to undertake the duties of the post subject to reasonable adjustments under the DDA.
• Able to meet NHS standards of attendance.

Knowledge and Skills

• Systematic approach to problem solving.
• Ability to establish priorities, work independently and proceed with objectives without supervision.
• Procedural knowledge of IT service management processes and ensure best practice is adhered to.
• Continuous ability to source, assimilate and analyse data and information relating to wide range of services and translate into an easily understood format.

Experience

• Proven experience in a Customer Facing Delivery Role.
• Demonstrable understanding of current Office products and tools: Word, Excel, Outlook, Teams.
• Relevant experience of IT fault diagnosis and rectification.
• Experience of working within an ITIL aligned support organisation.
• Experience of logging and managing customer tickets using ITSM tooling.
• Production of operational documentation such as knowledge article, operational procedures and processes.
• Experience of health information systems such as EMIS, TPP, etc.
• Experience of working: directly with end users/customer, in an IT support organisation.

Employer name

NHS North Of England Commissioning Support Unit