Digital Support Engineer

Job overview

An exciting opportunity has arisen for a motivated, enthusiastic Digital Support Engineer with a passion for excellent customer service to join our Digital Support team at Alder Hey.

The ideal candidate will be courteous, professional and flexible to changes in working practices. A can-do, friendly, customer-centric disposition is essential.

The post will require demonstrable experience in an IT Support role to successfully support our Tech Bar and clinical teams with their Digital support requirements.

A current, valid driving licence would be desirable. The working hours are 37.5 per week at NHS Band 4.

Main duties of the job

The post holder will provide clear, concise updates on the progress of incidents and requests, act as a role model within the team by maintaining accurate records within incident worklogs, be communicative and work collaboratively with colleagues within Digital, and ensure users are provided with frequent updates on the status of their service request.

The post-holder may be required to work outside core operating hours on occasion to meet tight deadlines and attend community sites to provide local support.

This role will suit someone with a positive outlook, can-do attitude, proven technical ability, service desk experience and an enthusiasm for excellent customer service

Key Responsibilities

• Provide a friendly, professional, and customer‑focused support service across the Tech Bar and Digital Support channels.
• Assist colleagues in resolving common IT issues, offering clear and jargonfree communication throughout.
• Support regular floorwalking activities to ensure colleagues can access help at point of need
• Promote Trust values by acting as a positive and helpful first point of contact.

Detailed job description and main responsibilities

Customer Experience & Service Excellence

• Provide a friendly, professional, and customer‑focused support service across the Tech Bar and Digital Support channels.
• Assist colleagues in resolving common IT issues, offering clear and jargon free communication throughout.
• Support regular floorwalking activities to ensure colleagues can access help at point of need.
• Promote Trust values by acting as a positive and helpful first point of contact.

Technical Support & Escalation

• Provide first‑line resolution of routine incidents such as password resets, account lockouts, minor software issues, and basic hardware faults.
• Support device setup, configuration tasks, and simple equipment fixes where appropriately trained.
• Log all incidents accurately within the Sunrise ITSM tool, ensuring clear triage notes.
• Escalate more complex or unfamiliar technical issues to the Lead Digital Support Engineer or other Digital teams as appropriate.
• Follow established procedures and technical guidelines to ensure safe and effective resolution of support tasks.

Team Support & Collaboration

• Work collaboratively with Digital Support Engineers and senior colleagues.
• Share knowledge and support peers informally to ensure consistent service delivery.
• Assist in embedding new procedures and quality standards as directed by line management

Incident, Problem & Service Quality Management

• Prioritise tasks in line with service expectations, escalating when service levels may be at risk.
• Ensure accurate, timely documentation of all activities, including incident details, actions completed, and any follow‑up required.
• Identify recurring issues and report them to senior colleagues to support problem management.

Tech Bar Support

• Provide basic troubleshooting and reassurance to colleages experiencing IT issues when presented to the Tech Bar
• Support service continuity by helping staff recover quickly from disruptions.
• Assist in rollout activities such as device swaps, basic configurations, and peripheral setup

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.