Service Desk Analyst – Advisory, Conciliation and Arbitration Service (ACAS)
The Advisory, Conciliation and Arbitration Service (Acas) is recruiting a Service Desk Analyst to join its Digital, Data and Technology (DDaT) team.
This is a permanent, full-time, shift-working Civil Service position based in Birmingham or Manchester, with an element of home working. The successful candidate may also be eligible for an additional DDaT Allowance of up to £4,000, depending on experience and professional qualifications.
Important: Acas states that it does not hold a UKVI Sponsorship Licence and therefore cannot sponsor visa applicants or issue a Certificate of Sponsorship.
Job Details
- Job title: Service Desk Analyst
- Employer: Advisory, Conciliation and Arbitration Service (Acas)
- Reference: 480478
- Salary: £30,120 – £30,995 per year
- Additional allowance: Up to £4,000 DDaT Allowance, subject to experience and professional qualifications
- Job grade: Executive Officer, Grade 10
- Contract: Permanent
- Working pattern: Full-time, shift working
- Role: Digital / Information Technology / Other
- Vacancies: 1
- Location: Birmingham or Manchester, with an element of home working
- Closing date: 11:55 pm, Monday 5 October 2026
About the Role
The Service Desk Analyst will provide first-line IT support to Acas users through the organisation’s Digital, Data and Technology Service Desk.
The role involves handling incidents and service requests, diagnosing technical problems, managing IT assets and supporting users throughout the full lifecycle of IT services.
Acas is looking for someone who can take ownership of issues, provide effective customer support and contribute to improvements in IT services, processes and user experience.
The position also offers scope to develop deeper technical capability and adapt to new and emerging technologies.
Key Responsibilities
The successful candidate will be expected to:
- Provide first-line Service Desk support by telephone, email and in person.
- Work within established service levels and IT service management processes.
- Log, categorise and prioritise incidents and service requests accurately.
- Own incidents and requests through to resolution, escalating when appropriate.
- Diagnose and resolve common technical problems using relevant technical knowledge.
- Manage IT assets, including registration, audits, allocation, retrieval and secure offboarding.
- Support equipment arrangements for new starters and departing employees.
- Maintain accurate IT asset and service records.
- Identify recurring technical issues and contribute to practical service improvements.
- Support knowledge sharing, documentation and process improvement.
- Adapt to existing and emerging IT services and technologies.
- Ensure compliance with security, privacy and data protection requirements.
Requirements / Person Specification
Applicants should have:
- Experience working in a Service Desk or similar IT support environment.
- Experience handling a range of incidents and service requests in a fast-paced environment.
- The ability to follow structured processes consistently.
- Good working knowledge of Microsoft Windows, Office 365 and core end-user technologies.
- The ability to independently diagnose and resolve common IT issues.
- Experience using an IT Service Management (ITSM) tool to log, categorise, prioritise and manage tickets.
- Experience managing IT assets and supporting onboarding and offboarding processes.
- Strong attention to detail and accurate record keeping.
- The ability to identify recurring problems and contribute to service or process improvements.
- Strong customer service and communication skills, with the ability to communicate effectively with users at different levels.
Desirable Experience
The following criteria are desirable and will be considered only in tie-breaker situations:
- ITIL Foundation qualification, version 3 or 4, or demonstrable knowledge of IT service management principles.
- Experience using Halo ITSM or a comparable IT Service Management platform.
- Understanding of Asset and Configuration Management.
- Experience or exposure to Problem Management, including identifying trends, root causes or recurring incidents.
- Experience contributing to knowledge articles, technical documentation or service improvements.
Behaviours Assessed
The selection process will assess the following Civil Service behaviours:
- Managing a Quality Service
- Making Effective Decisions
- Communicating and Influencing
Salary & Benefits
The salary is £30,120 to £30,995 per year, with the possibility of an additional DDaT Allowance of up to £4,000, depending on experience and professional qualifications.
The role also includes access to a Civil Service Defined Benefit Pension Scheme. Acas states that its employer contribution is 28.97%.
Other benefits include:
- Learning and development opportunities
- Health and wellbeing support
- Civil Service pension scheme
- Cycle to work scheme
- Interest-free season ticket loans
- Volunteering opportunities
- Lifestyle discounts and savings
Working Pattern & Location
The role is based in Birmingham or Manchester, with an element of working from home.
Informal hybrid working arrangements are available, with the balance between home and workplace working agreed with the line manager.
The position can only be worked in Great Britain and not overseas.
Travel to London will be required for training and in-person meetings.
London is only available as a location for existing Acas employees who are currently based in the London office.
Visa / Right-to-Work
Visa sponsorship is not available for this position.
Acas explicitly states that it does not hold a UKVI Sponsorship Licence and cannot sponsor visa applicants or issue a Certificate of Sponsorship.
Applicants requiring a new UK work visa should therefore not rely on this vacancy for sponsorship.
The role is broadly open to eligible UK nationals, Irish nationals, certain Commonwealth nationals with the right to work in the UK, qualifying EU/EEA/Swiss nationals and family members with relevant EUSS status, and other categories specified under Civil Service nationality requirements.
Application / Selection Process
Applications must include:
- A CV reflecting the essential experience requirements.
- An evidence-based Personal Statement of no more than 1,000 words addressing the essential experience criteria.
- A separate 250-word statement addressing the desirable criteria.
The Personal Statement should use specific examples from the applicant’s own experience rather than general statements. Candidates should explain the challenge they faced, what they did and the outcomes achieved.
Acas states that applicants may use artificial intelligence as a support tool, but all examples and statements must be truthful, factually accurate and based on the applicant’s own experience. Plagiarism or presenting AI-generated material as personal experience may result in an application being withdrawn.
If a large number of applications are received, the initial sift may focus on these two lead criteria:
- Experience working in a Service Desk or similar IT support environment, managing incidents and service requests in a fast-paced setting while consistently following structured processes.
- Good working knowledge of Microsoft Windows, Office 365 and core end-user technologies, including the ability to diagnose and resolve common issues independently.
Candidates who pass the initial sift may proceed to a full sift or directly to interview.
Interview Process
Successful candidates at sift stage are expected to be invited to an interview via Microsoft Teams, likely from the week commencing 19 October 2026.
The interview will assess behaviours and experience.
The interview behaviours are:
- Managing a Quality Service
- Making Effective Decisions
- Communicating and Influencing
The interview will also assess experience in:
- Service Desk or IT support work
- Microsoft Windows, Office 365 and end-user technologies
- IT Service Management tools and ticket management
A 12-month reserve list may be created for candidates who pass the interview but cannot immediately be offered the position. Candidates on the reserve list may be considered for similar vacancies during that period.
Security & Recruitment Checks
Successful candidates will be required to complete a basic or equivalent criminal record check.
Applicants working with government assets must also complete Baseline Personnel Security Standard (BPSS) checks.
Reasonable Adjustments
Acas is a Disability Confident Leader and states that reasonable adjustments are available to support candidates during the recruitment process.
Applicants requiring adjustments should contact the Acas Recruitment Team as early as possible before the closing date at HRrecruitment@acas.org.uk.
Candidates should also complete the relevant Assistance Required section of the application form.
Closing Date
Apply before 11:55 pm on Monday 5 October 2026.
As this vacancy may be removed after the closing date, applicants may wish to save a copy of the advert and application information for their records.
How to Apply
Applications should be submitted through the official Civil Service Jobs vacancy using the Apply now option.
When applying, make sure your CV and Personal Statement directly address the essential experience criteria, particularly the two lead criteria used for the potential initial sift.
Important: Do not claim experience, qualifications or achievements that you do not have. Acas specifically requires application examples and statements to be truthful and based on the applicant’s own experience.
Applicant contact: HR Recruitment Team
Email: HRRecruitment@acas.org.uk
Reference: 480478