Hybrid Digital Workspace Engineer (AI & Automation)

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

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.