About this role
Job summary
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 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.
About us
As one of Europe's biggest and busiest children's hospitals, at Alder Hey Children's NHS Foundation Trust, we treat everything from common illnesses to highly complex and specialist conditions.In addition to our main hospital site, we offer paediatric services at a number of community sites and hold local clinics across Merseyside, Cumbria, Shropshire, Wales and the Isle of Man. We also provide specialist inpatient care for children with complex mental health needs in our recently relocated and newly opened state of the art facility.
Alder Hey has a thriving research portfolio and leads research into children's medicines, infection, inflammation and oncology. We are becoming recognised as one of the world's leaders in children's healthcare and research. We contribute to public health, lead cutting-edge research and teach the next generation of children's specialists. Alongside this is ourInnovation Hub, a dedicated space where clinicians and industries can come together to create new products and technologies.
We know that a children's hospital is different and that our job is more than just treating an illness. To us, every child is an individual. As well as giving them the very best care, we set out to make them feel happy, safe and confident as they play, learn and grow. At Alder Hey we are here to look after a child and their family and that includes mums, dads, brothers and sisters.
Job description Job responsibilities
Key Responsibilities
Customer Experience & Service Excellence Provide a friendly, professional, and customerfocused 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 firstline 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 followup 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
Person Specification
Education and Training Essential
Computer or related qualification at Diploma Level or equivalent experience Evidence of a commitment to ongoing professional development (CPD).
Desirable
NHS experience CompTIA A+ / Network+ ITIL Foundation / Awareness
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Alder Hey Children's NHS Foundation Trust
Address Alder Hey Children's NHS Foundation Trust
Eaton Road
Liverpool
L12 2AP
United Kingdom
Employer's website https://alderhey.nhs.uk/ (Opens in a new tab)