Service Desk Analyst

Midlands and Lancashire Commissioning Support Unit

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**

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.

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

MLCSU is committed to our process of redeployment at risk members of our existing workforce to new roles. 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 contact the named contact if you have any questions.

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 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.

Person Specification

Experience

• Excellent customer service skills, and be able to remain calm, patient and polite in all situations.
• Excellent verbal and written communication skills, confident, articulate and effective in absorbing information and disseminating it clearly to others.

Qualifications

Skills

• Ability to work under pressure, multitask, maintain frequent periods of prolonged concentration for analysis/interpretation, etc.
• Excellent telephone manner with clear communication skills.

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