Hybrid NHS Service Desk Analyst – First‑Line Support

NHS Midlands and Lancashire Commissioning Support Unit; Oldbury; Hybrid; GBP 28,000 - 31,000; Full time

Job summary

NHS Midlands and Lancashire Commissioning Support Unit in Oldbury is recruiting a Service Desk Analyst (Band 4) on a 6-month fixed term contract. The role is full-time (37.5 hours) with a hybrid mix of onsite and home working, base location Birmingham.

You will be the first point of contact for users, logging calls, performing initial troubleshooting, and resolving simple issues within SLAs, while complex cases are referred to specialist teams.

Qualifications

• Excellent customer service skills and the ability to stay calm under pressure.
• Experience handling IT queries within SLA timeframes.
• Experience in a Service Desk and using service management tools (desirable).
• A level, BTEC, NVQ level 3 or equivalent qualifications.

Responsibilities

• Log and triage service desk calls, provide initial troubleshooting and resolution.
• Refer complex issues to higher support teams.
• Work within incident management lifecycles and SLA targets.
• Collaborate with NHS Trusts and GP practices.

Skills

Excellent customer service

Strong communication skills

First line IT support

Education

A level, BTEC, NVQ level 3 or equivalent

Job description

NHS Midlands and Lancashire Commissioning Support Unit in Oldbury is recruiting a Service Desk Analyst (Band 4) on a 6-month fixed term contract. The role is full-time (37.5 hours) with a hybrid mix of onsite and home working, base location Birmingham.

You will be the first point of contact for users, logging calls, performing initial troubleshooting, and resolving simple issues within SLAs, while complex cases are referred to specialist teams.