Why choose us?
Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050. 
What's in it for you?
- 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell)
- Hybrid working options.
- Enhanced Maternity and Adoption leave.
- 24/7 free and confidential employee assistance service.
- Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
- Share Incentive Plan.
- Life Insurance (4 x annual salary)
- Pension matching scheme (upto 5% of salary)
- Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support.
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What's the role?
As the Desktop Support Engineer you will form part of the front line of IT Support, representing the IT department and promoting customer service excellence.
You will provide technical and practical support to the Service Desk Team in tackling IT faults and service requests from a range of users within the business ensuring downtime is minimum.
In this role you will ,maintain the high standards of system uptime and complex change implementation for infrastructure, networking, and operations within the business and to external clients.
You will be working with all areas of IT Operations to ensure hardware and systems are kept operational to allow other teams within SMS to complete their tasks.
Key responsibilities:
- Acting as a point of technical escalation for the Service Desk team.
- Provide consistent high quality technical support to all users within the organization
- Liaise with Incident Manager to assist in Major Incident resolution, to restore service in the shortest time possible, and support post incident diagnosis.
- Create Desktop Support working docs to assist team members with troubleshooting and knowledge transfer.
- Facilitate change management in line with SMS’ processes.
- Improve efficiency of reoccurring operational tasks such as laptop builds
- Monitor desktop helpdesk queue and react accordingly.
To be considered for this role, we would love you to have:
- Awareness of ITIL – Incident, Change & Problem Management
- Experience in the areas of Problem Solving, Issue Analysis, Troubleshooting and Root Cause Investigation
- Ability to plan and prioritise workload efficiently to meet deadlines
- Excellent communication skills
- Ability to work as a valued contributor within a technical team.
- Ability to adapt, improvise and learn on the fly
- Creation of operational tasks and procedure documentation
- Customer service orientated, facilitating customer feedback and concerns to drive service improvement initiatives
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