Service Desk Analyst

NHS Midlands and Lancashire Commissioning Support Unit; Chester; Hybrid; GBP 33,000 - 34,000; Full time

Job summary

NHS Midlands and Lancashire Commissioning Support Unit is seeking a Service Desk Analyst (Band 4) to join a busy IT desk in Cheshire. The role is a hybrid mix of on-site and remote work, based in Chester or Birmingham, with training provided and a focus on delivering high-quality first-line support.

The successful candidate will handle calls, log incidents, and resolve routine issues within SLAs, while contributing to a strong team and ensuring excellent customer service across the Midlands and

Qualifications

• Excellent customer service skills and the ability to remain calm under pressure.
• Experience of handling/resolving IT-related queries within SLA timeframes.
• Strong communication skills for telephone, email and self-service portal support.

Responsibilities

• Provide first line IT support to the CSU and clients.
• Log service desk calls and perform initial troubleshooting to achieve first-time fixes.
• Escalate complex issues to appropriate support teams and reference defined processes.
• Work in a hybrid model with on-site and remote duties, covering Chester/Birmingham geography.

Skills

Customer service

First line support

IT problem solving

SLA awareness

Education

A level, BTEC, NVQ level 3 or equivalent

Tools

Service management tools

Job description

Main area IT Grade Band 4 Contract 6 months (Up to 6 Months fixed term) Hours Full time - 37.5 hours per week (37.5 hours per week) Job ref 877-CSU-8244218

Employer NHS Midlands and Lancashire Commissioning Support Unit Employer type NHS Site Redesmere, Countess of Chester Health Park Town Chester Salary £28,392 - £31,157 pa pr for short term contract Salary period Yearly Closing 03/09/2026 23:59

Service Desk Analyst

Band 4

Job overview

Midlands and Lancashire CSU provides a highly regarded IT Service Desk. Within our teams in Cheshire, Midlands and Lancashire, our experienced Service Desk staff answer thousands of requests for help every day. Our Service Desk is used by NHS organisations (ICB’s, Acute and Community Trusts), GP practices, and many non-NHS clients in Local Authorities and pharmacies.

We are looking for highly motivated and capable individuals to join our team as Service Desk Analysts.

The team provides 1st line support as our first point of contact for users via telephone, email and self-service portal, therefore strong communication skills are essential.

This hybrid role requires a mix of mandatory onsite working and working from home; and the base location for this role is either Chester or Birmingham.

The role has a requirement to support the clients across Midlands and Lancashire CSU's entire geography, and full training will be given to the successful candidate. Our way of working creates a better work-life balance and ensures MLCSU is a great place to work for everyone – enabling us to deliver support to the NHS and improve people’s care.

Up to Six Months Fixed Term

Main duties of the job

We are looking for team players with a confident telephone manner, excellent customer service skills, and the ability to deliver a high quality customer-focused professional service. The post holder will be required to meet objectives within a timely manner and within service level agreements. The successful candidate requires a calm nature and the ability to work under pressure, in order to efficiently handle peaks in demands

The post holder will be expected to receive and accurately log service desk calls; providing initial troubleshooting and resolution of calls, referring more complex issues to support teams. The Service Desk analysts are expected to take an active role within the team and contribute to our strong support network. Previous experience of working on a Service Desk and using service management tools would be desirable.

Please note for any NHS candidates in substantive roles applying for fixed terms contract positions (both for internal and external applicants), these have to be agreed on a secondment basis. Prior to applying for the position, you must discuss with your current Line Manager and HOS to ask permission to be released on a secondment basis, should you be successful in your application. Internal/CSU candidates will take preference and will be considered first.

Working for our organisation

NHS Midlands and Lancashire Commissioning Support Unit (MLCSU) is one of the biggest and best-performing commissioning support units in the country, with among the highest levels of staff and customer satisfaction. We work together as a team of over 1,600 expert staff based across the Midlands and North West to make a difference – for our customers, patients and communities.

Offering a full range of professional services to Integrated Care Boards (ICBs), hospital trusts, local authorities, integrated care systems (ICSs) and other public bodies across the country.

Our vision is to play a pivotal role in improving health and wellbeing for populations we serve, and our values underpin everything we do:

• Honesty, integrity and transparency


• Commitment to quality


• Working together

NB: NHS candidates in substantive roles applying for fixed terms contract positions (both for internal and external applicants), these have to be agreed on a secondment basis. Prior to applying for the position, you must discuss with your current Line Manager and HOS to ask permission to be released on a secondment basis, should you be successful in your application.

**PLEASE NOTE THAT THIS ROLE DOES NOT OFFER VISA SPONSORSHIP AS THIS ROLE IS NOT ELIGIBLE**

Detailed job description and main responsibilities

The successful candidate/s will:

• be responsible for providing first line support within an IT Service Desk to both the CSU and its Clients.


• have basic technical skills to resolve first-time fixes for technical issues for incidents and standard service requests through defined processes; ensuring standards, quality and consistent service delivery at all times.


• be part of a team who raises user’s requests for support on the CSU IT Service management system and will be responsible for handling requests throughout the incident management lifecycle within agreed key performance indicator timescales.


• be expected to work in a flexible service desk operating model enable efficient and effective service delivery allowing the flexing of resources to meet demands where required.


• liaise closely with colleagues in external NHS Trusts and with General practice staff. They will have extensive contact with the users, via the telephone or via remote services.


• must be able to meet the travel requirements in a timely and cost-effective way


• These are substantive posts. Internal secondment opportunities will be considered, however, applicants must seek approval from their current Line Manager prior to submitting an application.


• The Service Desk is open Monday to Friday 7am to 8pm and candidates would be required to work shifts between 7am – 3pm, 8am - 4pm, 9am - 5pm, 10am - 6pm, 11am - 7pm and 12pm - 8pm totaling 37.5 hours

Person specification

Experience

• Excellent customer service skills, and be able to remain calm, patient and polite in all situations


• Experience of handling / resolving IT related queries within agreed SLA timeframes, escalating as necessary or demonstrable experience of customer facing role

Qualifications

• A level, BTEC, NVQ level 3 or equivalent further education qualifications.

Skills

• Good technical problem solving and trouble shooting skills


• Excellent customer service skills, and be able to remain calm, patient and polite in all situations

** Please Note **

In event of exceptionally high levels of response, we reserve the right to close the post before the date stated above in order to prevent the number of applications received being unmanageable. You are advised to submit your completed application form as soon as possible to have the best chance of being considered.

Employer certification / accreditation badges

Can also contact Kris Flynn (Service Desk Manager)