Senior Service Desk Engineer - Glasgow or Cardiff

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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.


 Visit Our People page


What's the role?

Reporting to the IT Service Desk Team Leader, the Senior Service Desk Engineer is on the front line of IT Support, representing the IT department and promoting customer service excellence.

As a senior member within the Service Desk Team, you will assist colleagues, act as a knowledge resource and actively promote best practice. You will handle incoming phone calls from business users regarding IT faults and service requests from a range of users within the business providing solutions and first-time fixes where able, triaging and assigning to other teams where not. The role is key to the IT department and directly influences the user experience.

Work Schedule -   Hybrid working of 2 days office working/3 days home working. Between the hours of 08:00 - 17:30, Monday to Friday.


Key responsibilities:


  • Answering and logging of calls made to the IT Service Desk by users in a professional and courteous manner.
  • Handling and processing all incoming tickets from web portal or email.
  • Assigning all requests and incidents with appropriate categories, SLA’s and descriptions.
  • Provide technical solutions to users, with the aim of applying a first-time-fix solution wherever possible.
  • Identifying processes and practices to improve efficiency of the service desk with the aim of enhancing IT’s overall technical capability and skillset.
  • Acting as a resource for colleagues on SMS systems and services.
  • Contributor and creator of knowledge base articles to be made available to colleagues.
  • Owning the user admin process (adds, moves and changes); ensuring that all internal policies are met and a consistent model is maintained.
  • Monitor and react to SMS’ event and monitoring systems to attain high levels of system availability.
  • Building and configuration of hardware devices in accordance with current policy.
  • Processing of purchase orders in a timely fashion, following through to delivery and deployment.
  • Participate in project work and new initiatives.
  • Travel between SMS sites on a scheduled and as required ad-hoc basis.
  • Occasional out-of-hours working to support business requirements and initiatives.
  • Comply with all SMS plc Health, Safety and Environmental requirements.



To be considered for this role, we would love you to have:


  • Experience of working within an IT Service Desk environment
  • Ability to plan and prioritise workload efficiently to meet deadlines
  • Excellent Customer service skills, facilitating customer feedback and concerns to drive service improvement initiatives.
  • Awareness of ITIL – Incident, Change & Problem Management - Desirable
  • Experience in the areas of Problem Solving, Issue Analysis, Troubleshooting and Root Cause Investigation - Desirable






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