Digital Workspace Technician

First Central Services UK Ltd; Manchester; Hybrid; GBP 28,000 - 40,000; Full time

Job summary

1st Central is seeking an experienced Digital Workspace Technician on a 12-month fixed term contract to support our modern digital workspace. You will own 1st and 2nd line IT incidents, drive automation, and ensure seamless end-user computing across devices, with a focus on Gen‑AI driven improvements.

We operate a flexible hybrid model with offices in Haywards Heath and Salford Quays; expect four days in the office and participate in a 24/7/365 on‑call rota.

Qualifications

• Proven ability to diagnose, troubleshoot and resolve IT issues quickly and efficiently.
• Passion for delivering high‑quality end‑user support and positive user experience.
• Understanding of automation, scripting (PowerShell, Python), and AI‑driven IT solutions.
• Experience driving service improvements through process optimisation, automation and change management.
• Strong capability in producing clear technical documentation and knowledge base articles.
• Excellent verbal and written communication skills across levels of the business.
• Excellent organisational skills with ability to prioritise workloads.
• Ability to work with IT teams, end-users and vendors to achieve shared goals.

Responsibilities

• Take calls from users, log, analyse, triage, and prioritise IT incidents and changes.
• Provide first-line investigation and diagnosis of incidents and service requests.
• Resolve IT issues within SLAs, escalating when necessary.
• Verify resolutions with users and update ITSM records.
• Own and manage incidents and service requests through lifecycle.
• Identify trends and elevate recurring problems for improvements.
• Ensure end-user computing environments are up to date and efficient.
• Provide technical guidance to end-users on workplace tools and devices.
• Identify Gen-AI opportunities to enhance workplace workflows and automation.
• Support AI-driven Digital Experience Monitoring tools to optimize interactions.
• Automate surveys and sentiment analysis to improve engagement strategies.
• Deploy AI-powered copilots for self-service IT support to reduce workload.
• Maintain and manage end-user devices, OS images, and provisioning.
• Ensure security, efficiency, and usability of end-user devices through automation.

Skills

Technical troubleshooting

End-user support

Automation & GenAI

Change management

Technical documentation

Communication

Time management

Cross-functional collaboration

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 escalated 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 elevate recurring problems for service improvement.
• 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, minimising 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, compliance, and lifecycle management.
• You’ll build, configure, and deploy desktops, laptops, and mobile devices for end‑users, following corporate standards.
• You’ll ensure the security, efficiency, and usability of end‑user devices through automation, proactive performance tuning, and regular updates.
• You’ll implement and manage endpoint automation for software deployment, security updates, patching, and policy enforcement.
• You’ll maintain and manage operating system images, ensuring they meet security, performance, and compliance standards.
• You’ll partner with IT and security teams to enforce compliance with device management policies and regulatory requirements.
• You’ll monitor and improve end‑user computing infrastructure, aligning with business needs, technology advancements, and security best practices.
• You’ll troubleshoot hardware and software issues, providing both remote and hands‑on support to resolve complex end‑user problems.
• You’ll oversee device lifecycle management, including secure disposal and upgrade planning.
• You’ll support device encryption, antivirus, and other security measures to safeguard corporate assets.
• You’ll maintain a knowledge base by documenting technical processes, configuration settings, and troubleshooting steps.
• You’ll proactively monitor IT systems for recurring incidents and work towards long‑term resolution strategies.
• You’ll ensure correct operation of devices and services, minimising failures and downtime.
• You’ll analyse Incident, Problem, and Change data to identify trends and propose resolutions via Service Improvement Plans (SIPs).
• You’ll participate in major incident management processes, investigating, diagnosing, and remediating digital workplace outages.
• You’ll provide technical oversight of vendor relationships, escalating unresolved issues and managing feature requests, known errors, and bug fixes.
• You’ll support product strategies and roadmaps, ensuring alignment with vendor roadmaps and internal IT strategies.
• You’ll drive digital workspace technology adoption by enabling employees to work efficiently with minimal digital friction.
• You’ll ensure the successful rollout of new technologies with robust change management and training strategies.
• You’ll work closely with business teams to align digital workspace initiatives with broader organisational goals.
• You’ll implement and manage Digital Adoption Platforms (DAPs) to enhance user onboarding and continuous learning.
• You’ll develop and maintain training materials and best‑practice guidelines for digital workspace tools.
• You’ll provide training and for other service desk analysts and IT support teams to ensure effective problem resolution and knowledge sharing.
• You’ll identify opportunities to automate repetitive tasks and improve workforce productivity.
• You’ll evaluate and deploy AI‑powered Digital Experience Monitoring (DEM) tools to enhance digital workspace efficiency.
• You’ll support AI adoption strategies that improve employee experience through predictive issue resolution and intelligent assistance.
• You’ll comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times.
• You’ll ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times.
• You’ll work as part of a 365/24/7 on call rota supporting the business.

Experience & Knowledge

• Demonstratable experience managing or supporting IT systems, service desk operations, or digital workplace technologies.
• Demonstr