Service Desk Analyst

Midlands and Lancashire Commissioning Support Unit; Oldbury, Chester; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

A leading health support organization in Oldbury is seeking a Service Desk Analyst to provide first line IT support. Candidates must have strong customer service skills and the ability to handle queries under pressure. This hybrid role offers a mix of onsite and remote work, with a commitment to supporting NHS clients. The position is fixed-term for 6 months with opportunities for internal secondments.

Benefits

Pension scheme

Generous annual leave allowance

Flexible working arrangements

Qualifications

• Experience of handling/resolving IT related queries within agreed SLA timeframes.
• Confident telephone manner and ability to deliver customer-focused service.

Responsibilities

• Provide first line support within an IT Service Desk.
• Log service desk calls and provide troubleshooting as needed.
• Work in a flexible service desk operating model.

Skills

Excellent customer service skills

Good technical problem solving

Ability to remain calm under pressure

Education

A level, BTEC, NVQ level 3 or equivalent

Job description

Overview

Midlands and Lancashire Commissioning Support Unit (MLCSU) 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 (ICBs, 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. This hybrid role requires a mix of mandatory onsite working and working from home; the base locations for this role are Chester or Oldbury. The role has a requirement to support the clients across MLCSU\'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.

Closing date: 24 September 2025

PREVIOUS APPLICANTS NEED NOT APPLY.

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

NB: Internal/CSU candidates will take preference and will be considered first.

Main duties

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; provide 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.

The post holder will be expected to work in a flexible service desk operating model to 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 travel requirements in a timely and cost-effective way.

This is a 6 months fixed term post. 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, and 12pm-8pm totaling 37.5 hours.

About us

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

In return, we provide a supportive environment in which to learn and develop, with the opportunity to further your skills and career within an exciting and evolving environment.

Joining our inclusive and innovative team comes with a range of benefits including flexible & agile working arrangements, pension scheme and generous annual leave allowance.

Midlands and Lancashire Commissioning Support Unit recognises the value serving personnel, reservists, veterans, and military families bring to our business and would encourage people from the armed forces community to apply for our vacancies.

Job 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 users 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 enabling 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 travel requirements in a timely and cost-effective way.

This is a 6 months fixed term post. 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, 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

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Midlands and Lancashire Commissioning Support Unit