Service Desk Analyst | NHS Midlands and Lancashire Commissioning Support Unit

Midlands and Lancashire CSU; Oldbury; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading healthcare service provider is seeking a highly motivated Service Desk Analyst to provide first line IT support. This hybrid role requires both onsite and remote work, offering flexible arrangements. Candidates should have strong communication skills and experience with service management tools. Join a dedicated team supporting the NHS and enhancing care delivery. The position is a fixed-term contract for 6 months, requiring 37.5 hours of work per week.

Benefits

Flexible working arrangements

Generous annual leave

Pension scheme

Qualifications

• Previous experience on a Service Desk and using service management tools is desirable.
• Ability to log and troubleshoot incidents and standard service requests.
• Calm under pressure and able to deliver high-quality service within SLAs.

Responsibilities

• Provide first line support within an IT Service Desk.
• Receive and accurately log service desk calls.
• Meet objectives within defined service level agreements.

Skills

Strong communication skills

Customer-focused approach

Incident management

Job description

Overview

Midlands and Lancashire CSU provides a highly regarded IT Service Desk. Our teams in Cheshire, Midlands and Lancashire 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. 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 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.

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

PREVIOUS APPLICANTS NEED NOT APPLY. PLEASE NOTE THAT THIS ROLE DOES NOT OFFER VISA SPONSORSHIP AS THIS ROLE IS NOT ELIGIBLE.

Responsibilities

• Provide first line support within an IT Service Desk to both the CSU and its Clients, acting as the initial point of contact via telephone, email and self-service portal.
• Receive and accurately log service desk calls; provide initial troubleshooting and resolution of calls, referring more complex issues to support teams.
• Take an active role within the team and contribute to a strong support network; use service management tools to manage user requests and incidents.
• Meet objectives within defined service level agreements and timescales; handle peaks in demand with a calm and professional approach.
• Work in a flexible service desk operating model to enable efficient and effective service delivery; flex resources as required to meet demands.
• Liaise with colleagues in external NHS Trusts and with General practice staff; maintain extensive user contact via telephone or remote services.
• Meet travel requirements in a timely and cost-effective way.

Qualifications & Experience

• Strong communication skills and a customer-focused, professional approach.
• Previous experience on a Service Desk and using service management tools is desirable.
• Ability to log and troubleshoot incidents and standard service requests; work within the incident management lifecycle.
• Calm under pressure and able to deliver high-quality service within SLAs.

What we offer

We are a large team of over 1,600 staff across the Midlands and North West, offering a full range of professional services to Integrated Care Boards (ICBs), hospital trusts, local authorities, integrated care systems (ICSs) and other public bodies. We support flexible and agile working arrangements, a pension scheme and generous annual leave.

We recognise the value serving personnel, reservists, veterans, and military families bring, and encourage applications from the armed forces community.

Additional information

• The successful candidate/s will be responsible for providing first line IT Service Desk support to the CSU and its clients.
• Role length: 6 months fixed term post. Internal secondment opportunities may be available with manager approval.
• The Service Desk operates Monday to Friday 07:00–20:00; typical shifts include 07:00–15:00, 12:00–20:00, totaling 37.5 hours per week.

This advert closes on Wednesday 24 Sep 2025.