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 corporate perks.
- Other info: Flexible shifts available; must be able to travel efficiently across the region.
- Why this job: Make a real impact in healthcare while developing your skills in a supportive team.
- Qualifications: Strong communication skills and a calm nature are essential; previous service desk experience is a plus.
The predicted salary is between 30000 - 42000 £ per year.
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 location for this role is Chester or Oldbury Health centre.
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.
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.
Any applications from ‘at risk’ CSU employees will be given priority in line with CSU policy. As such, all job adverts are subject to this policy and we reserve the right to close, delay or remove adverts while this process is completed. If you do experience a delay in the shortlisting stage of the recruitment cycle, please bear with us while this process is completed, and email the named contact if you have any questions.
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
NB: NHS candidates in substantive roles applying for fixed terms contract positions (both for internal and external applicants), these have to be agreed on a secondment basis. Prior to applying for the position, you must discuss with your current Line Manager and HOS to ask permission to be released on a secondment basis, should you be successful in your application.
**PLEASE NOTE THAT THIS ROLE DOES NOT OFFER VISA SPONSORSHIP AS THIS ROLE IS NOT ELIGIBLE**
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
These are substantive posts. 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.
This advert closes on Monday 4 Aug 2025 #J-18808-Ljbffr
Service Desk Analyst | NHS Midlands and Lancashire Commissioning Support Unit in Chester employer: Midlands and Lancashire CSU
NHS Midlands and Lancashire CSU is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With a commitment to quality service delivery, our team members enjoy a hybrid working model that fosters a healthy work-life balance while contributing to the vital mission of improving health and care across the region. Join us in making a meaningful impact within the NHS and experience the satisfaction of being part of one of the UK's leading commissioning support units.
Contact Details:
Midlands and Lancashire CSU Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst | NHS Midlands and Lancashire Commissioning Support Unit in Chester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Midlands and Lancashire CSU. 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 CSU 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 | NHS Midlands and Lancashire Commissioning Support Unit in Chester
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 CSU:Your cover letter is your chance to shine! Tell us why you want to work at Midlands and Lancashire CSU 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 CSU!
How to prepare for a job interview at Midlands and Lancashire CSU
✨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.
