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NB: This vacancy closed to applications on 08/06/2020.

IT Service Desk Analyst

Job Reference: 891-CSU-5628CS

South, Central and West Commissioning Support Unit
891 910641 Services Delivery
£21,892 to £24,157 pa

Please note: this vacancy will close once a suitable number of applications have been submitted.

We make every effort to contact all candidates to let them know the outcome of their application. However, if you haven't heard back from us within 2 weeks after the closing date, please assume that your application has not been successful.

Some of our sites have free or paid parking for work this not a contractual entitlement.

This post will be supporting CSU, CCG and GP Practice staff across our CSU area, including COVID-19 NHS Returning Doctors across England. You will be base in either Bridgwater, Devizes or Portsmouth (during the interview you will be asked which location you wish to be based at), you will be based with other IT Services staff that provide Server, Project and Training elements of our Service.  We are looking for an enthusiastic & motivated individual with a positive and customer focused approach. The successful candidate will be instrumental in delivering high quality IT Support services to our customers on our Service Desks, by taking calls from customers on the phone, answering Self-Service Portal raised tickets, chat messaging etc.   You will need to record accurate information about the user, their fault and other key information to aid the issue/fault being fixed.   Aiming to complete a level of First Fix’s (resolving customer’s faults at first point of contact) where possible and working with 2nd Line to ensure the customer’s expectations are met.  Key Responsibilities also include, ensuring that standardised methods and procedures are used for efficient handling and reporting of incidents.  Increasing the visibility and communication of incidents to business and IT staff and enhancing business perception of IT through use of professional approaches in quickly resolving and communicating incidents.  The Service Desk operates, a rota, covering 7 Days a week between 07:00 and 20:00, you will be part of a shift pattern (working 7.5 hours per day, 37.5 hours per week, 5 days per week) to cover these hours, with additional pay for Saturday and Sunday's inline with agenda for change.

Please note interviews will be carried out via skype (On camera) due to Covid-19 social distancing.


This is an exciting time to join NHS South, Central and West.

We are one of the largest commissioning support units in the country, providing support and professional expertise for over 70 NHS and non-NHS customers, including clinical commissioning groups, NHS England, local authorities, foundation trusts, social enterprises and other health-related organisations.

We’re supporting clients whose vision and quest for innovation requires us to be flexible, adaptable and open to adventure; giving us the freedom to work in new ways, looking at things from a different angle and challenging the norm.

We are committed to attracting and retaining the best people in order to provide the best possible services to our customers. Our staff enjoy challenging, rewarding roles, supporting our customers to improve their local health and care services.

We want our people to fulfil their potential so we offer a wide range of training, opportunities to gain qualifications as well as access to coaching and mentoring schemes.

If you join us, we will value your experience, your contribution and we will give you the knowledge to succeed as part of your specialist team and as part of our organisation.

We are proud to be an NHS Employers Equality and Diversity Partner 2014-15.

Our values

Patients First: our sole focus and inspiration is to help commissioners improve the quality of patient care, treatment and experience.

Aspirational: we deliver excellence, and celebrate innovation. This drives us towards becoming the best.

Collaborative: we build effective partnerships, whilst focusing on delivery. We work towards achieving shared goals.

Insightful: we focus on understanding complexities, whilst challenging convention, and revealing opportunities.

Respectful: we treat everyone with respect and hope it will be returned. Recognising and valuing their knowledge, we involve our customers, teams, and partners in decisions about the organisation and its future.

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