Service Desk Analyst

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.

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, 8am - 4pm, 9am - 5pm, 10am - 6pm, 11am - 7pm and 12pm - 8pm totaling 37.5 hours.

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.

Experience

Qualifications

Skills