As a Technical Service Desk Analyst within the PSBA Service Desk, you'll be part of the PSBA Team. Public Sector Broadband Aggregation (PSBA) provides secure and reliable connectivity services for public sector organisations across Wales. a key managed service offering within the BT Business portfolio. Operated by Welsh Government and delivered by BT, PSBA connects organisations including local authorities, NHS Wales bodies, emergency services, education providers, social housing organisations, care providers and Welsh Government departments. By accessing services together through a single national contract, PSBA helps deliver secure digital infrastructure, consistent service levels and value for money.
In this customer-facing role, you'll work closely with customers to provide high-quality support and service management, ensuring their services remain efficient, compliant and optimised. Acting as a trusted partner, you'll help resolve queries and deliver services in line with agreed customer requirements and service standards.
You'll combine strong customer service skills with technical knowledge to build effective relationships, solve problems and deliver a great customer experience. The role offers the opportunity to work independently within customer environments while collaborating with internal BT teams to ensure successful service delivery.
Please note this role requires you to attain and hold SC Clearance with a minimum of 5 years of living in the UK.
What you will 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
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.
Desirable Skills/Experience
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.
Desirable Experience supporting public sector or large enterprise networks.
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
Equalised 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.
Join us at a pivotal moment for BT Business. We are executing a multi-year transformation to restore growth, modernise at scale and unlock new markets beyond connectivity. Our ambition is clear – return to sustainable revenue and EBITDA growth, strengthen our market position, and deliver meaningful shareholder value through disciplined execution and bold reinvention. We are fundamentally reshaping the business – simplifying our portfolio, digitising our customer experience and building market-leading capability across cyber, AI and managed services, all powered by the UK’s leading fixed and mobile networks. This is a shift from a legacy connectivity provider to a modern, solutions-led, AI-first business that can truly differentiate in a competitive and fast-moving market. With execution momentum building and a clear path to growth, the opportunity now is to scale what works, accelerate performance and fully realise our potential. This is about delivering against ambitious financial outcomes while transforming how we operate – creating a business that is simpler, faster, more innovative and easier to do business with. If you want to be part of the team shaping the turnaround of a multi-billion-pound business – and building a stronger, more competitive BT for the future – this is your moment.
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