Digital Support Engineer (Service Support) | North West Ambulance Service NHS Trust

North West Ambulance Service; Bolton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A regional healthcare service in Bolton is seeking a Digital Customer Support representative to join the IT Department. You will support users across the Trust, resolving IT incidents and requests as part of the Digital Support Desk team. Excellent customer service skills are essential, along with technical troubleshooting abilities. This role is vital in maintaining efficient IT services for operational and corporate services. The position requires effective communication skills and the ability to manage your workload effectively.

Qualifications

• Excellent customer service and inter-personal skills.
• Ability to manage workload via ITSM tool.
• Confident in providing technical support remotely and in person.

Responsibilities

• Provide technical advice and support on hardware and software.
• Manage, troubleshoot and resolve desktop-based system issues.
• Operate the Trust's Digital Support Desk.

Skills

Customer service skills

Technical troubleshooting

Organisational skills

Verbal communication

Written communication

Job description

Overview

The opportunity for Digital Customer Support representative to work within the IT Department, supporting users from across the Trust. Excellent customer service and inter-personal skills are required. You will be part of the Digital Support Desk team, on the front line of the IT department resolving incidents and requests as 2nd line support. Assisting in the provision, maintenance and development of a comprehensive IT service portfolio under the guidance of the Digital Support workstream in order to support departmental objectives. The post holder will be based at our site and will be responsible for supporting & delivering IT systems & services across the Trust as well as being the main point of contact for our users who have IT related incidents and queries. Managing your workload via our ITSM tool in line with KPI’s and targets for individuals and contributing to the whole team performance.

Responsibilities

• Provide technical advice and support on hardware and software to Trust-wide users, including our 999 control rooms, 111 control rooms, Patient Transport control rooms, operational & corporate services based across the North West.
• Manage, troubleshoot and resolve desktop based system and printer related issues quickly in order to provide efficient and effective user support.
• Confidently provide technical support both remotely and face to face with users.
• Work under your own initiative with excellent organisational skills and a flexible approach to work; demonstrate excellent verbal and written communication skills and the ability to work to tight deadlines.
• Provide excellent standards of customer service at all times to users across North West Ambulance Service NHS Trust.
• Operate the Trust's Digital Support Desk, dealing with user reported requests and incidents and classifying them to the appropriate team as appropriate.
• Digital Support Desk is the first point of contact for over 9,000 customers that may experience problems or have queries relating to critical systems which support the delivery of patient care.

Additional Context

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport. Our highly skilled staff provide life-saving care to patients in the community and take people to hospital or a place of care if needed. We also provide non-emergency patient transport services for those patients who require non-emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need. Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident. We also deliver the NHS 111 service in the North West. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

Requirements and Closing Information

Please ensure you have read the full Job Description and Person Specification before applying for this role. The Trust reserves the right to close this vacancy early if a large number of applications are received. This advert closes on Tuesday 16 Sep 2025.