About the role

• 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: