AI-Driven Digital Workplace Technician

First Central Services UK; Manchester; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

1st Central is seeking an experienced Digital Workspace Technician for a 12-month fixed-term contract. You will own 1st and 2nd line incidents, improve processes with automation, and ensure colleagues remain productive and supported across a hybrid setup.

Based in our offices in Haywards Heath and Salford Quays, you will spend four days per week in the office with regular travel to your chosen location. The role includes a 7:30 am to 5:00 pm shift pattern and participation in a 24/7/365 on-call

Qualifications

• Experience diagnosing, triaging and resolving IT issues quickly.
• Strong end-user support skills with user-focused mindset.
• Knowledge of automation and AI-driven IT solutions.
• Experience driving service improvements through automation and change management.
• Clear technical documentation and knowledge-base writing abilities.
• Excellent verbal and written communication across levels.
• Ability to prioritise workloads and manage time effectively.
• Experience collaborating with business stakeholders and IT teams.

Responsibilities

• Log, analyse, triage and prioritise IT incidents, problems and changes.
• Provide first-line investigation and diagnosis of incidents and service requests.
• Resolve issues within SLAs and escalate when necessary.
• Verify resolutions with users and update ITSM records.
• Own incidents and requests throughout their lifecycle.
• Identify trends and contribute to continuous improvement.
• Ensure end-user computing environments and provisioning are up to date.
• Provide technical guidance to end-users for digital workplace tools.
• Identify Gen‑AI opportunities to enhance workflows and automate tasks.
• Support AI-driven Digital Experience Monitoring tools to optimize interactions.

Skills

Troubleshooting

End‑User Support

Automation & AI

Change Management

Documentation

Communication

Time Management

Collaboration

Tools

PowerShell

Python

Job description

1st Central is seeking an experienced Digital Workspace Technician for a 12-month fixed-term contract. You will own 1st and 2nd line incidents, improve processes with automation, and ensure colleagues remain productive and supported across a hybrid setup.

Based in our offices in Haywards Heath and Salford Quays, you will spend four days per week in the office with regular travel to your chosen location. The role includes a 7:30 am to 5:00 pm shift pattern and participation in a 24/7/365 on-call