Service Desk Analyst (Apprenticeship)

Advisory, Conciliation and Arbitration Service

Apply before 11:55 pm on Friday 29th November 2019

Reference number



(National) £23,505 (London)


Executive Officer
Grade 10 (Apprentice)

Contract type


Business area


Type of role

Information Technology

Working pattern


Number of posts



There are two positions available; Newcastle and London

About the job


The UK government is recognised as a leader in digital transformation, with governments around the world modelling their approach on ours.
Regardless of your position, you will act as an ambassador of the DDaT profession.
Are you ready for a new rewarding challenge? Do you want to gain invaluable work experience whilst studying for a qualification? Do you want to positively influence millions of lives?
This exciting apprenticeship will last for 18 months and will work towards a Level 3 Infrastructure Technician qualification.
For further information about the Government Apprentice Scheme please visit:

Job description

As a Service Desk Analyst Apprentice, you will be working in our busy department assisting with providing digital support to members of staff. You will be problem solving and troubleshooting non routine problems over the telephone and face to face. You will be dealing with requests such as new user account creation and deletion of accounts. You will escalate calls where required to line manager and to other teams within the digital group.

For further information about this job, please see the Job Description.

About us

Acas’ vision is to make working life better for everyone in Britain this is underpinned by our core values: Our Work Matters, Our Customers Matter, Our People Matter and Our Future Matters.

Acas: UK Workplace experts

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent or resolve workplace problems. There's no charge for most of what we offer.

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards – Disability Confident Highly Commended; Pay Gap award winner and 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.


Essential Criteria
• Proficient at using IT systems, with a good working knowledge of Microsoft Windows, Office packages and SharePoint.
• Excellent interpersonal skills - able to communicate in a friendly, open and constructive manner with a diverse range of people.
• Able to work on own initiative with minimal supervision and be proactive.
• Highly organised, motivated and able to prioritise workload accordingly.
• Must have 5 GCSEs at grade C or the new grade level 4 in English Language and Maths (or equivalent).


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

  • Changing and Improving
  • Delivering at Pace
  • Managing a Quality Service
  • Seeing the Big Picture



Please view 'Working at Acas' guide for further information.

Things you need to know


Successful candidates must pass a disclosure and barring security check.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours and Strengths.
The selection process is in two stages: initial sift, and then a blended behaviour and strength based interview.

Your application form will be reviewed to assess your suitability for the post. If you pass this stage, you will be shortlisted for interview.

Please complete:
• The application form addressing the Essential criteria in no more than 250 and each behaviours listed in no more than 250 words
• Diversity monitoring form
Please submit this to

The closing date for this job is 29 November 2019 at 23:55 pm.
Interview will take place week commencing 16 December 2019.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :
Name :  HR Recruitment Team
Email :
Recruitment team :
Email :

Further information

If you feel your application has not been treated in accordance with the Code and you wish to make a complaint, you should contact us on in the first instance. If you are not satisfied with the response you receive from us, you can contact the Civil Service Commission.

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