Technical Service Desk Analyst in Cardiff

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.