Service Desk Analyst

Job summary

About the Government Legal Department

From healthcare to artificial intelligence, energy to national security, we provide legal advice to government departments on nation-changing subjects.

At Government Legal Department we have a vital, single-minded purpose: to help the Government govern well within the rule of law. This is complemented by our exciting vision to be an outstanding legal organisation, committed to the highest standards of service and professionalism and a brilliant place to work where we can all thrive and fulfill our potential.

Our work touches almost every aspect of public life. We are the largest provider of legal services across government, working on high profile matters.

Our respected professionals are involved in everything from regulation and litigation to advice on drafting legislation. They provide expertise to the full range of government departments. We are at the heart of delivering the government’s priorities and our success depends on our people.

GLD is a non-ministerial government department headed by the Treasury Solicitor, our Permanent Secretary, and employs nearly 4000 people, including nearly 3000 legal professionals. We have offices nationwide, in Bristol, Leeds, inner and outer London and Manchester. Our lawyers can also be located within other departments and overseas.

GLD also depends on a range of cross-functional professionals to provide our corporate services. There are nearly 1000 colleagues playing an essential part in helping GLD to achieve its purpose and truly deliver much more than law.

This is an exciting time to join GLD, with cutting edge legal work on global issues and a transformation agenda which is ensuring the Department exemplifies the Modern Civil Service.

To find out more about what we do you can view our introductory film. On our website you can hear from team members, find out how to apply and learn about the benefits of working for GLD. You can also read more about the future vision for GLD in our GLD Strategy 2024 – 2027.

Job description

About the Digital, Data and Cyber Team

Government Digital and Data is a community of experts leading digital transformation in government, creating more efficient services that have a meaningful impact on people’s lives.

The Prime Minister has set out his vision for one in ten civil servants to work in tech and digital roles within the next five years as part of the blueprint for modern digital government.

The Digital and Data Team's mission is to provide GLD with an IT environment that's ‘fit for the future’. That means updating many of our older systems and processes. Using an agile, user-centred approach, we develop and improve our products and services in collaboration with the people who will use them. We consider sustainability, environmental impact and innovative ways to improve our staff’s experience at work.

The potential to shape our society’s future is enormous and our purpose is to ensure the profession is equipped and inspired to deliver real, meaningful change for users; to do the work of transformation that makes government work better for everyone.

About the Role

We are building a Digital and Data enabled organisation at GLD and will be at the forefront of government by showcasing best practice when dealing with data, digital and technology.

Our modern, insight-driven, innovative approach to Digital, Data and Cyber Security will provide outstanding experiences at the right cost, quality and pace for the whole of GLD and ensure staff and wider government clients receive a top-quality and cost-effective digital & technology service.

The Service Desk Analyst provides first-line IT support to all staff within GLD, acting as the central point of contact for IT incidents and service requests. The role involves managing incoming queries via the Service Desk and ensuring timely and effective resolution.

Service Desk Analysts are responsible for triaging, diagnosing, and resolving incidents and requests where possible.

Where issues cannot be resolved at first contact, they are escalated to second- or third-line support teams with clear and comprehensive troubleshooting notes to support swift resolution.

Operating in a fast-paced and dynamic environment, the Service Desk delivers support through multiple channels, including telephone, face-to-face interaction, ServiceNow, e-mail, remote access tools, and in-person assistance for walk-in users.

Key Responsibilities

This role is part of the Government Digital and Data profession. Following the link means that you can find out more about what it means to work as part of this community. You can learn more about the skills required for the service desk analyst role here.

Key responsibilities for the role include, but are not limited to:

Service Delivery and Technical Support

• Provide high-quality first-line IT support to colleagues through a range of channels, including telephone, email, ServiceNow, Microsoft Teams and face-to-face interactions, ensuring service levels are consistently achieved.
• Contribute to the development and maintenance of knowledge articles, user guides and support documentation, helping to improve self-service capabilities and knowledge sharing across the organisation.
• Maintain accurate and timely records within the IT Service Management system (ServiceNow), ensuring all incidents, requests and resolutions are fully documented.
• Support the management of IT assets and configuration records, ensuring equipment and associated data are accurately maintained within the Configuration Management Database (CMDB).

Customer Service and Collaboration

• Deliver an excellent customer experience by providing professional, responsive and user-focused support to colleagues at all levels of the organisation, for both technical and non-technical audiences.
• Demonstrate initiative and sound judgement when managing competing priorities in a fast-paced operational environment.
• Work collaboratively as part of a supportive Service Desk team, contributing to shared objectives and maintaining service continuity through flexible working arrangements and rota coverage where required.
• Identify opportunities to improve processes, services and ways of working, supporting continuous improvement initiatives across the IT function.

Person specification

Behaviours

Below are details of the Success Profiles that make up this role. Demonstrating all the behaviours listed below is essential at either application or interview. You can read more about Success Profiles and how they are used as an assessment method before completing your application.

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

• Communicating and Influencing (lead behaviour)
• Seeing the Bigger Picture
• Working Together
• Managing a Quality Service

Key Skills and Experience

Essential – must be demonstrated at application and interview

• Good communication skills, with the ability to communicate effectively and professionally.
• Ability to work as part of a team and engage with IT system users and stakeholders at all levels.
• Strong analytical skills and problem-solving skills.
• A high level of ownership and initiative.
• Demonstrable experience of a customer-focussed approach, gained by working on an IT support desk or similar, or in a customer service role.

Technical Skills

Essential – must be demonstrated at application and interview

• Demonstrate an awareness of the relevant IT issues and a high-level understanding of what it involves to solve these

Security Clearance Level

All GLD employees must hold BPSS. If successful for this post, you must hold or be willing to obtain SC level clearance for this role. You can start this position while obtaining this clearance level, however continued appointment will be conditional upon obtaining the required security clearance. More information can be found about the vetting and clearance levelsbefore completing your application.

Sponsorship and Visas

Visa sponsorship will not be given to candidates except where they are existing civil servants employed by GLD and currently sponsored by GLD, who meet the HO/UKVI requirements for sponsorship. If you are an existing civil servant employed by GLD who requires sponsorship or already holds it, you should confirm your eligibility for sponsorship for this role prior to submitting an application. If you have limited leave to remain on any other visa type GLD will not be able to sponsor you for this role

Applicants currently not employed by GLD and who hold limited leave to remain are unable to apply for this role. You will be asked to confirm your visa type as part of the application process. If you do not hold a skilled worker visa currently sponsored by GLD your application will be sifted out of the process and you will be rejected for the role.

Please note that this role requires the holder to gain Security Level clearance. This requires a 5-year UK footprint. More information can be found about the vetting and clearance levelsbefore completing your application.

Behaviours

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

• Communicating and Influencing
• Managing a Quality Service
• Working Together
• Seeing the Big Picture

We only ask for evidence of these behaviours on your application form:

• Communicating and Influencing
• Managing a Quality Service

Technical skills

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

• Demonstrate an awareness of the relevant IT issues and a high-level understanding of what it involves to solve these

Benefits

Alongside your salary of £30,891, Government Legal Department contributes £8,949 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).

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Benefits of working for the Civil Service

Whatever your role, we take your career and development seriously and want to enable you to build a really successful career with the Department and wider Civil Service. It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you’ll benefit from regular performance and development reviews to ensure this development is ongoing. As a Civil Service employee, you’ll be entitled to a large range of benefits.

Learning and Development at GLD

GLD has a comprehensive learning and development offer for all employees.

We offer a programme of in-person/hybrid and virtual sessions providing learning on profession-specific, soft skills, technical skills, and different topics. We also support colleagues through a range of different professional qualifications.

Cross-Functional Professionals

Alongside this we support all Professions with building their careers and capability aligning with the wider Civil Service offerings for each Profession.

There are also talent and development opportunities offered throughout the year these include:

Senior Leaders and Future Leaders Schemes – cross Civil Service accelerated development schemes.

Beyond Boundaries – cross government development programme designed to help participants develop the knowledge, skills and networks required to build a satisfying and effective career in the Civil Service.

Mentoring and Coaching – we encourage all colleagues to share their knowledge, capability, and experience.

Apprenticeships - We have a range of apprenticeships on offer across all professions with the opportunity for all employees to explore a profession specific apprenticeship to support their development in role.

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, Strengths, Experience and Technical skills.

Application

To apply for this post you will need to complete the online application on Civil Service Jobs, searching the reference below. The deadline for this application is Wednesday 1st July 2026 at 12:00 Midday.

In your application you will be assessed on the following:

Step 1 - Civil Service Tests Online

As part of the application process, you will be asked to complete 1Civil Service Online test: Civil Service Verbal Test.You can find out more information and guidance on the tests, including options to take practice tests.

There will be maintenance for online tests on Sunday 21st June 2026. This means you will be unable to access the online tests between 12:00 Midday to 1:00pm. Your progress will be saved, and you will be able to continue once the tests are available again.

If you are unsuccessful in passing these tests you will be unable to continue any further in the application process. If you successfully pass the test, you will then automatically progress to the next stage of completing the full application.

We suggest you allow enough time to complete the full application online, prior to the closing date and time, Wednesday 1st July 2026 at 12:00 Midday as once the application is closed you will no longer have access to the ability tests and the application.

Step 2 – Online Application Process

In your application you will be assessed on the following:

1. A CVsetting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years. The CVwill be scored and assessed on the essential criteria of key skills and experience and technical skills, as set out in the person specification on slide 7.
2. A statement of no more than 250 words for each behaviour listed below:

• Communicating and Influencing (lead behaviour)
• Managing a Quality Service

Application Errors

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: activecampaigns@governmentlegal.gov.uk . Use the subject line to insert appropriate wording for example – ‘Please re-open my application – 467080 & vacancy closing date 1st July 2026.

Selection Process

After the closing date, the appointing panel shall assess candidates’ suitability for the role based on evidence provided in their application against the behaviours, key skills and experience and technical skills outlined in the person specification.

STAGED-SIFT: If there are a large number of applications the panel will conduct a staged sift. The initial sift will be on CV alone. If you meet the minimum criteria for the CV you will then go to the full sift on behaviour statements. After the initial sift, if there are still a high number of application the panel can sift on the behaviour of Communicating and Influencing.

In the eventuality that there are a high number of applicants successful at sift, GLD may operate a longlist, whereby applicants who have been shortlisted and met the minimum pass mark but are not selected for interview will have their application placed on hold. After the initial interview round candidates on the longlist may be offered an interview, should there still be posts available.

Interview

If you are invited to interview, you will be assessed on your performance in the criteria listed in the Person Specification, alongside scenario-based exercises and strength-based questions.

These criteria are:

Behaviours

• Communicating and Influencing (lead behaviour)
• Seeing the Bigger Picture
• Working Together
• Managing a Quality Service

Key Skills and Experience

Presentation – On the day you will be presented with a scenario question based on the role. This will be used to assess your technical skills, as set out in the person specification. This will be scored.

Additional Interview Information

If invited to interview, candidates should be aware that a BSL interpreter will be present during the interview. This person does not make up part of the assessing panel but may interact with the candidates to support a panel member with communication during the interview. Further instructions will be provided at the start of the interview. Please note the interpreter will not have access to personal data outside of the immediate interview setting.

Your interview will take place in person at a local GLD office

Offer

The timeline later in this pack indicates the date by which decisions are expected to be made, and all shortlisted candidates will be advised of the outcome as soon as possible thereafter.

All communications regarding your application will be made through Civil Service Jobs.

All candidates will be notified of the outcome as soon as possible after the interview. Feedback will only be provided if you attend an interview.

We appoint in strict order of merit. If you meet the minimum criteria for this position but are not successful for a post, you will be placed on the reserve list. We may contact you to see if you are interested in a post at the same, or a lower grade, in GLD should one arise.

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

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.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 : Stephen Collins
• Email : stephen.collins@governmentlegal.gov.uk

Recruitment team

• Email : activecampaigns@governmentlegal.gov.uk

Further information

You have the right to complain if you feel there has been a breach of the Recruitment Principles. If you feel that your application hasn’t been treated in accordance with these Principles and wish to make a complaint, please contact recruitment_feedback@governmentlegal.gov.uk in the first instance. Please title your email as follows: Job Reference Number – Job Title – Recruitment Complaint. Complaints must be submitted in writing within 30 days of the incident or the decision which has caused the complaint. To fully engage with the issues raised GLD require that you submit evidence of your complaint.

Attachments

467080 - EO Service Desk Analyst approved Opens in new window (pdf, 662kB)