Technical Service Desk Analyst

Job Description

Join BT as a Technical Service Desk Analyst

Location: Cardiff - Capital Quarter

Why BT?
We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why this role matters

This is a hands-on technical role operating in a fast paced, service critical environment, requiring strong troubleshooting skills, clear communication, and a disciplined approach to process and governance.

What you’ll be doing

• 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.

What skills you’ll need

• Strong understanding of networking fundamentals (WAN / LAN, routers, switches, resilient connectivity).
• 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.
• Strong incident management skills, including escalation and stakeholder coordination.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to non-technical audiences.
• Ability to work to SLA / OLA commitments in a customer facing environment.
• Strong attention to detail and a methodical approach to problem solving.
• CCNA (or working towards) or equivalent networking qualification.
• Experience supporting public sector or large enterprise networks.
• Exposure to cloud connectivity services or modern network architectures.
• Good Excel or reporting skills for operational analysis.
• Awareness of ITIL practices, particularly Incident, Change, and Problem Management.

Personal Attributes

• Calm and composed under pressure.
• Strong sense of ownership and accountability.
• Customer focused and service driven.
• Proactive and willing to challenge constructively.
• Keen to learn and continuously improve.

Benefits:

• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• From January 2025, equal family leave: receive 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate. It’s for all parents, no matter how your family is made up
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more
• 22 days annual leave (not including bank holidays), increasing with service
• 24/7 private virtual GP appointments for UK colleagues
• 2 weeks carer’s leave
• World-class training and development opportunities
• Option to join BT Shares Saving schemes

A Few Points To Note:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

Don’t Meet Every Single Requirement:

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.