Service Desk Analyst

Job summary

Service Desk Analysts interact with customers and operate within the Digital, Data and Technology (DDaT) Service Desk. The role is responsible for delivering high-quality first-line support across incidents and service requests, while actively identifying opportunities to improve services, processes, and user experience.

This role targets individuals who not only perform well in day-to-day service desk operations but demonstrate a forward-thinking mindset, strong technical curiosity, and the potential to develop further within the service.

Service Desk Analysts are expected to take ownership, think beyond immediate resolutions, and contribute to continuous service improvement, ensuring the business derives maximum value from IT services.

Job description

The main accountabilities of this role are to:

• Provide comprehensive Service Desk support via phone, email, and in-person, adhering to established service levels.
• Accurately log, categorize, and prioritize incidents and service requests using our IT Service Management tool. Ensuring clear and consistent communication with users.
• Manage the full lifecycle of IT assets, ensuring accurate registration, regular audits, and secure offboarding. Coordinate equipment allocation and retrieval for starters and leavers, maintaining clear records and accountability.
• Own incidents and requests through to resolution, escalating appropriately where required.
• Apply technical knowledge to diagnose and resolve issues, with a focus on developing deeper technical capability over time.
• Identify recurring issues and contribute to service improvements, suggesting practical solutions to enhance performance and user experience.
• Demonstrate initiative by taking ownership beyond day-to-day tasks, including contributing to knowledge sharing and process improvement.
• Support both existing and emerging IT services, showing adaptability to new technologies.
• Ensure compliance with security, privacy, and data protection standards always.

Who we are

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent, manage and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent, manage or resolve workplace problems.

Acas: Britain’s Workplace Experts

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards; it is a Disability Confident Leader, a Pay Gap award winner, and an Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Person specification

Essential Experience criteria:

• Experience working in a Service Desk or similar IT support environment, managing a range of incidents and service requests in a fast-paced setting and follow structured processes consistently (Lead criterion).
• Good working knowledge of Microsoft Windows, Office 365, and core end-user technologies, with the ability to independently diagnose and resolve common issues (Lead criterion).
• Experience using an IT Service Management (ITSM) tool to log, categorise, prioritise, and manage tickets in line with service level agreements.
• Experience of managing IT assets and supporting onboarding/offboarding processes, ensuring accurate records are maintained whilst paying attention to detail.
• Ability to identify recurring issues and contribute to service or process improvements.
• Strong customer service skills, with the ability to communicate clearly and effectively with users at all levels.

Desirable criteria (the following will be assessed only in the event of tie-breaker scenarios)

• ITIL Foundation Qualification: Although not essential, holding an ITIL Foundation qualification (V3 or V4), or having demonstrable knowledge of IT service management principles, is desirable. This role requires the ability to apply core IT service management practices in a technical support environment.
• Experience using Halo ITSM or a comparable IT Service Management platform in a live service environment.
• Practical understanding of Asset and Configuration Management and its role in service quality and compliance.
• Exposure to Problem Management, including identifying trends, root causes, or recurring incidents.
• Experience contributing to knowledge articles, documentation, or service improvements that support the wider team.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing

Benefits

Alongside your salary of £30,120, Advisory, Conciliation and Arbitration Service contributes £8,725 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

We’re big believers in rewarding people for the amazing work they do. Take a look at some of the fantastic benefits we offer:

• Learning and Development
• Health and wellbeing
• Pension scheme
• Cycle to work scheme
• Interest free season ticket loans
• Volunteering opportunities

Could you ask for any more?

You’ll have access to a Lifestyle website where you’ll be able to grab savings on a wide range of products, from holidays to your weekly shop.

To find out more, check out: Working for Acas

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

How to apply

Please click on the 'Apply now' button.

• An evidence-based Personal Statement and CV reflecting the Essential Experience criteria requirements as listed in the Person Specification section of this advert. Your Personal Statement should be no longer than 1,000 words It should avoid generalised assertions, instead including specific examples of achievements, explaining the degree of challenge, what you did and the outcomes.
• A separate 250-word Statement reflectin