Digital Workspace 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

At 1st Central, everything starts with our people. As one of the UK's leading motor and home insurers, we use smart technology, data and great service to make insurance fast, fair and simple for over 1.4 million customers. We're proud to create an environment where people feel supported, trusted and able to grow - whether that's developing new skills, taking on fresh challenges or making a real impact every day. If you're looking for a role where you can make a difference, we'd love to hear from you.

Are you an experienced Digital Workspace Technician who loves solving problems and delivering great technical support?

Join us on a 12-month Fixed Term Contract and play a key role in supporting our modern digital workspace. You'll take ownership of 1st and 2nd line incidents and service requests, drive efficiency by enhancing and improvising processes with automation, using your technical know-how to keep our colleagues connected, productive and supported.

You'll resolve IT issues within agreed SLAs and escalat when necessary to keep services running smoothly. In addition, the role involves implementing, managing, and continuously improving Digital Workplace technologies, ensuring they integrate effectively with the wider IT landscape. You'll deliver seamless IT support by proactively resolving technical issues, handling user calls, managing incidents and problems within SLAs, and provide clear, practical technical guidance. Collaboration with technology teams, end-users, product managers, IT security, and compliance ensures alignment with company policies and best practices.

A key focus of the role is leveraging Generative AI (Gen-AI) and automation to optimise workflows, enhance collaboration, and improve IT support, ultimately reducing digital friction and driving better business outcomes, helping to eliminate repeatable tasks, and reduce administrative overheads across workplace operations and the service desk.

We're big on flexible hybrid working. Our teams are based in Haywards Heath (West Sussex) and Salford Quays (Manchester), and you'll spend four days a week in one of our offices, so you'll need to be comfortable with regular travel to your chosen location. The role follows a rotational shift pattern, with shifts between 7:30 am and 5:00 pm, alongside participation in our 24/7/365 on-call rota.

Core skills we’re looking for to succeed in the role:

• Technical Troubleshooting : Proven ability to diagnose, troubleshoot and resolve IT issues quickly and efficiently.
• End‑User Support : Passionate about delivering high-quality end-user support, ensuring a positive user experience.
• Automation & AI Adoption : Understanding of automation, scripting (PowerShell, Python), and AI‑driven IT solutions.
• Change Management & Continuous Improvement : Experience driving service improvements through process optimisation, automation and structured change management.
• Technical Documentation : Strong capability in producing, clear, accurate technical documentation and knowledge base articles.
• Communication Skills : Strong verbal and written communication skills, with the confidence to engage effectively at all levels.
• Time Management & Organisation : Excellent organisational skills with the ability to prioritise workloads and manage time effectively
• Cross‑Functional Collaboration : Works effectively with business stakeholders, IT teams, and 3rd party vendors to achieve shared goals.

What’s involved:

• You’ll take calls from users and log, analyse, triage, and prioritise IT incidents, problems, and changes.
• You’ll provide first‑line investigation and diagnosis of all incidents and service requests.
• You’ll resolve IT issues within agreed SLAs, escalating incidents when necessary.
• You’ll verify resolutions with users and update records in ITSM platforms
• You’ll own and manage all assigned incidents and service requests throughout the lifecycle.
• You’ll proactively identify trends in IT issues and escal…
• You’ll ensure end‑user computing environments, including hardware/software provisioning, are efficient and up to date.
• You’ll provide technical advice and support to end-users, empowering them to make the most of digital workplace tools.
• You’ll identify Gen‑AI to enhancements and opportunities in the workplace through knowledge of AI‑powered automation, virtual assistants, and intelligent recommendations.
• You’ll support AI‑driven Digital Experience Monitoring (DEM) tools to track, analyse, and optimise employee interactions in real time.
• You’ll utilise AI for proactive issue detection, minimizing downtime and improving technology adoption rates.
• You’ll automate experience surveys and sentiment analysis to enhance engagement strategies.
• You’ll deploy AI‑powered Copilots for self‑service IT support, reducing service desk workload and improving resolution times.
• You’ll support and operate the end‑user computing environment, including endpoint management, device provisioning, comp