Trac proudly powers the recruitment for
NHS Midlands and Lancashire Commissioning Support Unit
About
Are you looking for a career that offers flexibility, variety, and the opportunity to make a meaningful impact on healthcare services? Do you want to work for an organisation that empowers you to bring your whole self to work? Then Midlands and Lancashire Commissioning Support Unit (MLCSU) is the organisation for you. We are a care system support organisation of and for the NHS. We have created an MLCSU Careers information pack which is attached to this job advert. Here you will be able to learn more about MLCSU and what MLCSU can offer you if you choose to join us.
At MLCSU we celebrate uniqueness and understand that a diverse workforce brings fresh perspectives and innovative ideas. We promote collaboration, open communication, and mutual support. We encourage an environment where each team member can flourish and reach their full potential. Our vision places an emphasis on flexibility and choice is at the core of our work culture. By promoting a healthier work-life balance, we create an environment where MLCSU is a great place to work for everyone.
We are committed to ensuring our application process is inclusive and accessible to all candidates. We are committed to working with our candidates and will make reasonable adjustments to ensure they can perform at their best throughout the recruitment journey. If you need any support to make your application, please reach out to the Recruitment Team.
Staff networks
At MLCSU we are proud of our active and vibrant staff networks. We have created a direct, independent email address for you to be able to contact our Network Chairs and Vice-chairs. This will provide you with the chance to speak openly and honestly with them about what it is like to work at MLCSU. You can contact our staff networks via the following accounts:
Ethnically Diverse Network - [email protected]
Disability Network - [email protected]
LGBTQ+ Network - [email protected]
Service Desk Analyst
Accepting applications until: 04-Dec-2024 23:59
Vacancy status: Open
Accepting applications until: 04-Dec-2024 23:59
Key details
Location
- Gwefan
- 1829 Building, Countess of Chester Health Park
- Cyfeiriad
- Liverpool Rd
- Tref
- Chester
- Cod post
- CH2 1HJ
- Major / Minor Region
- Staffordshire
Contract type & working pattern
- Contract
- Permanent
- Oriau
- Full time - 37.5 hours per week (37.5 hours per week)
Salary
- Cyflog
- £26,530 - £29,114 Starting salary is bottom of the band
- Cyfnod cyflog
- Yearly
- Gradd
- (Band 4)
Specialty
- Prif leoliad
- IT
- Dyddiad y cyfweliad
- 13/12/2024
Trosolwg o'r swydd
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.
PREVIOUS APPLICANTS NEED NOT APPLY.
**PLEASE NOTE THAT THIS ROLE DOES NOT OFFER VISA SPONSORSHIP AS THIS ROLE IS NOT ELIGIBLE**
Advert
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.
Gweithio i'n sefydliad
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
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.
Swydd ddisgrifiad a phrif gyfrifoldebau manwl
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.
Person specification
Experience
Meini prawf hanfodol
- 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
Meini prawf hanfodol
- Customer service trained or equivalent experience
- A level, BTEC, NVQ level 3 or equivalent further education qualifications.
Skills
Meini prawf hanfodol
- Able to build positive relationships with colleagues and customers.
Further details / informal visits contact
- Enw
- Mohammed Zabeer
- Teitl y swydd
- Service Desk Manager
- Cyfeiriad ebost
- [email protected]
- Gwybodaeth i gefnogi eich cais
Can also contact Kris Flynn (Service Desk Manager)
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