Public Sector Service Desk Analyst - Network & Incident Support

BT plc; Cardiff; On-site; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Private GP access

Paid carers leave

Enhanced parental leave

Pension scheme

BT product discounts

Job summary

BT plc’s PSBA Service Desk in Cardiff is seeking a Technical Service Desk Analyst to monitor PSBA network services, diagnose incidents, and manage lifecycle while coordinating with BT teams for service delivery. You will communicate clearly with customers and maintain incident records in line with ITIL practices.

This role requires SC Clearance and a minimum of 5 years of residence in the UK, with a focus on supporting public sector networks across Wales and delivering high-quality customer

Qualifications

• Experience supporting networked services in a live operational environment.
• Proven ability to diagnose and resolve technical incidents under time pressure.
• Experience using monitoring/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.

Skills

Network support

Incident management

Monitoring tools

Education

CCNA or networking certification

Tools

Monitoring tools

Job description

BT plc’s PSBA Service Desk in Cardiff is seeking a Technical Service Desk Analyst to monitor PSBA network services, diagnose incidents, and manage lifecycle while coordinating with BT teams for service delivery. You will communicate clearly with customers and maintain incident records in line with ITIL practices.

This role requires SC Clearance and a minimum of 5 years of residence in the UK, with a focus on supporting public sector networks across Wales and delivering high-quality customer