Service Desk Analyst
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 locations for this role is 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.
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 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.
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
- Everyone counts
- Commitment to quality
- Adding value
- 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.
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
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
Essential criteria- 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
Essential criteria- A level, BTEC, NVQ level 3 or equivalent further education qualifications.
Skills
Essential criteria- 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.