Technical Service Desk Analyst

Job Description

Job Req ID: 56718

Posting Date: 21/04/2026

Function: Service

Location: Cardiff

Salary: £34,299

About the role

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.

Essential Skills/Experience

• 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.
• Awareness of ITIL practices, particularly Incident, Change, and Problem Management.
• Calm and composed under pressure.
• Strong sense of ownership and accountability.
• Customer focused and service driven.
• Keen to learn and continuously improve.

Desirable Skills/Experience

• 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.
• Proactive and willing to challenge constructively.

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.