Public Sector Network Service Desk Analyst

BT Group; Cardiff; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Online GP 24/7

Paid carers leave

Parental leave

BT discounts

Pension

Holiday purchase

Job summary

BT Group is seeking a Technical Service Desk Analyst to join the PSBA Service Desk in Wales. You will monitor PSBA network services, diagnose incidents, and coordinate responses with internal teams and third parties to maintain secure, reliable connectivity for public sector clients.

In this role you will deliver timely updates, uphold ITIL practices, and contribute to post-incident reviews. A minimum 5 years UK residence and SC clearance requirements apply, with a strong focus on customer

Qualifications

• Experience supporting networked services in a live operational or service desk environment.
• Proven ability to diagnose and resolve technical incidents under time pressure.
• Experience using monitoring or alerting tools to identify and assess service impact.

Responsibilities

• Monitor and support PSBA network services using monitoring and alerting tools.
• Diagnose and troubleshoot network incidents across customer sites, access network, core infrastructure, and third-party domains.
• Manage incidents through their full lifecycle, including prioritisation, escalation, restoration, and closure.
• Support and coordinate Major Incidents, ensuring timely restoration and clear customer communications.
• Work closely with internal technical teams and third party suppliers to drive resolution.
• Provide clear, accurate, and timely incident updates to customers and stakeholders in plain English.
• Ensure all incidents, actions, and updates are logged accurately and in line with process.
• Contribute to root cause analysis, post incident reviews, and service improvement activity.
• Adhere to ITIL practices, operational policies, and security requirements.
• Maintain and contribute to technical documentation, LWIs, and knowledge articles.

Skills

Service desk experience

Incident management

Monitoring tools

Job description

BT Group is seeking a Technical Service Desk Analyst to join the PSBA Service Desk in Wales. You will monitor PSBA network services, diagnose incidents, and coordinate responses with internal teams and third parties to maintain secure, reliable connectivity for public sector clients.

In this role you will deliver timely updates, uphold ITIL practices, and contribute to post-incident reviews. A minimum 5 years UK residence and SC clearance requirements apply, with a strong focus on customer