Service Desk Analyst - Hybrid IT Support for NHS

Midlands and Lancashire CSU; Pennsylvania; Hybrid; USD 28,000 - 40,000; Full time

Job summary

NHS Midlands and Lancashire Commissioning Support Unit is seeking a Service Desk Analyst to provide first‑line IT support across our client base. The role combines on‑site and remote work across the Midlands and North West, with training provided and a strong emphasis on customer service.

You will log calls, perform initial troubleshooting, and work within SLAs while liaising with NHS Trusts and General practice staff. Flexibility and teamwork are essential for peak periods.

Qualifications

• Experience in IT service desk and handling user requests.
• Strong communication and customer service mindset.
• Ability to meet service levels and work under pressure.
• Willingness to travel to client sites as needed.

Responsibilities

• Receive and log service desk calls accurately.
• Provide initial troubleshooting and first‑line resolution.
• Escalate complex issues to support teams as appropriate.
• Maintain records in the service management system.
• Collaborate with NHS Trusts and GP practices to ensure good service.

Skills

Communication skills

Telephone support

Customer service

Team player

Tools

ITSM tools

Job description

NHS Midlands and Lancashire Commissioning Support Unit is seeking a Service Desk Analyst to provide first‑line IT support across our client base. The role combines on‑site and remote work across the Midlands and North West, with training provided and a strong emphasis on customer service.

You will log calls, perform initial troubleshooting, and work within SLAs while liaising with NHS Trusts and General practice staff. Flexibility and teamwork are essential for peak periods.