Digital Support Engineer

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

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

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.

Education and Training