At a Glance
- Tasks: Provide first line IT support via phone, email, and self-service portal.
- Company: Join NHS Midlands and Lancashire CSU, a top-performing commissioning support unit.
- Benefits: Enjoy a hybrid work model for better work-life balance and full training provided.
- Other info: Shifts are between 7am-8pm, Monday to Friday; no visa sponsorship available.
- Why this job: Make a real impact in healthcare while developing your skills in a supportive team environment.
- Qualifications: A level, BTEC, NVQ level 3 or equivalent required; customer service experience is essential.
The predicted salary is between 24000 - 36000 £ per year.
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
Service Desk Analyst in Oldbury employer: Midlands and Lancashire Commissioning Support Unit
NHS Midlands and Lancashire Commissioning Support Unit (MLCSU) is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With a commitment to quality and teamwork, MLCSU provides comprehensive training and development opportunities for Service Desk Analysts, ensuring a fulfilling career path while contributing to the vital mission of improving health and care services across the Midlands and North West.
Contact Details:
Midlands and Lancashire Commissioning Support Unit Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Oldbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Midlands and Lancashire Commissioning Support Unit. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Midlands and Lancashire Commissioning Support Unit before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Oldbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Midlands and Lancashire Commissioning Support Unit:Your cover letter is your chance to shine! Tell us why you want to work at Midlands and Lancashire Commissioning Support Unit specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Midlands and Lancashire Commissioning Support Unit!
How to prepare for a job interview at Midlands and Lancashire Commissioning Support Unit
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
