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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 location for this role is Chester. 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.

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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

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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.

ÌýNB: Internal candidates will take preference and will be considered first.

**PLEASE NOTE THAT THIS ROLE DOES NOT OFFER VISA SPONSORSHIP AS THIS ROLE IS NOT ELIGIBLE**