We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that’s the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024, and our Glassdoor score is pretty impressive!
We're looking for Digital Workspace Technicians, based in our office in Salford Quays, Manchester. You will implement, manage, and continuously improve digital workplace technology, integrating it with adjacent IT services. Your role involves ensuring seamless IT support by proactively resolving technical issues, taking calls from users, resolving incidents and problems within SLA, and providing technical advice.
The role also focuses on automating or eliminating repeatable tasks to reduce administrative overhead for workplace operations and the service desk. You will collaborate with technology teams, end-users, product managers, IT security, and compliance to ensure alignment with policies and best practices. A key focus will be leveraging Generative AI (Gen-AI) and automation to optimize workflows, enhance collaboration, and improve IT support, ultimately reducing digital friction and driving better business outcomes.
Core skills required to succeed in this role include:
* Excellent communication skills, both verbal and written
* Strong time management and organizational skills
* Ability to troubleshoot and resolve IT issues efficiently
* Effective collaboration across business functions, IT teams, and vendors
* Understanding of automation and AI adoption, scripting (PowerShell, Python), and AI-driven IT solutions
* Experience in change management and continuous improvement to drive service enhancements
What we can offer you:
* Starting salary from £32,167 to £40,209, depending on experience
* 25 days holiday plus 8 bank holidays, plus an extra 'You' day off for personal occasions or rest
* A fully supportive team environment
* £100 off your car insurance
Key responsibilities include:
* Handling user calls, logging, analyzing, triaging, and prioritizing IT incidents, problems, and changes
* Providing first-line investigation and diagnosis of incidents and service requests
* Resolving IT issues within SLAs and escalating when necessary
* Verifying resolutions with users and updating ITSM records
* Managing incidents and service requests throughout their lifecycle
* Identifying trends and escalating recurring issues for improvement
* Ensuring end-user computing environments are efficient and up-to-date
* Providing technical advice and support to end-users to maximize digital workplace tools
* Identifying opportunities for Gen-AI enhancements in the workplace
* Supporting AI-driven Digital Experience Monitoring (DEM) tools
* Using AI for proactive issue detection, minimizing downtime
* Automating experience surveys and sentiment analysis
* Deploying AI-powered copilots for self-service support
* Supporting and managing end-user devices, including provisioning, security, and lifecycle management
* Building, configuring, and deploying desktops, laptops, and mobile devices
* Ensuring device security, performance, and compliance
* Implementing and managing endpoint automation for software deployment and updates
* Maintaining OS images and ensuring standards are met
* Partnering with IT and security teams for compliance
* Monitoring and improving end-user computing infrastructure
* Troubleshooting hardware/software issues, providing remote and hands-on support
* Overseeing device lifecycle management and secure disposal/upgrades
* Supporting security measures like encryption and antivirus
* Documenting processes and troubleshooting steps in a knowledge base
* Proactively monitoring IT systems for recurring issues
* Analyzing incident data to identify trends and propose improvements
* Participating in major incident management and troubleshooting outages
* Providing technical oversight of vendor relationships
* Supporting product strategies and ensuring alignment with vendor roadmaps
* Driving digital workspace adoption and smooth technology rollouts
* Collaborating with business teams on digital initiatives
* Implementing and managing Digital Adoption Platforms (DAPs)
* Developing training materials and best practices
* Training service desk analysts and IT support teams
* Identifying automation opportunities to improve productivity
* Evaluating and deploying AI-powered DEM tools
* Supporting AI adoption to enhance employee experience
* Complying with the Group Code of Conduct and relevant policies
* Supporting a 24/7 on-call rota for business support
Experience & Knowledge:
* Experience managing/supporting IT systems, service desk, or digital workplace tech
* Experience with digital employee experience (DEX), endpoint management, analytics, automation tools
* Hands-on with Microsoft 365, Azure AD, Intune, AI-powered collaboration tools (e.g., Microsoft Copilot, OpenAI)
* Experience with modern management of endpoint devices (Windows, macOS, Linux, mobile, virtual desktops)
* Familiarity with ITSM platforms and ticketing processes
* Knowledge of ITIL frameworks
* Ability to produce technical documentation and knowledge base articles
* Interest in emerging technologies and their application in IT service delivery
* Knowledge of FCA requirements (including individual responsibilities regarding Consumer Duty)
Skills:
* Excellent communication skills, verbal and written
* Strong organizational and time management skills
* Effective troubleshooting and problem resolution skills
* Ability to work effectively across teams and vendors
* Understanding of automation, scripting (PowerShell, Python), and AI solutions
* Experience in change management and process improvement
Qualifications:
Maintain certifications in Azure technologies (desirable), including:
* MS-900 – Microsoft 365 Fundamentals (desirable)
* Experience with Agile methodologies (Azure DevOps, Jira) (desirable)
* Knowledge of the UK Insurance industry (desirable)
Behaviours:
* Self-motivated and enthusiastic
* Organized and proactive
* Independent and team-oriented
* Flexible and positive attitude
* Driven to improve business processes
* Stay updated on emerging tech trends in cloud, automation, platform management
If you’re ready for the challenge and want to join our vibrant team, we want to hear from you today.
What we offer:
People first. We’re passionate about our colleagues and offer an energetic, supportive, and inspiring workplace. Our perks include:
* Full details of our benefits here
Interested? Reach out to our Talent team for more information about what we’re looking for and what we offer.
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