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 high!
We're looking for Digital Workspace Technicians who will implement, manage, and improve digital workplace technology while integrating with other IT services. You’ll ensure seamless support by proactively resolving technical issues, handling user calls, resolving incidents within SLA, and providing technical advice.
The role also involves automating or eliminating repetitive tasks to reduce administrative overhead for workplace operations and the service desk. You’ll collaborate with technology teams, end-users, product managers, IT security, and compliance to ensure alignment with company policies. A key focus will be 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.
We value flexible working arrangements, so you can choose to work remotely or from our offices in Salford Quays, Manchester, or Haywards Heath, West Sussex, with occasional in-office work.
Core skills required:
* Excellent communication skills, verbal and written
* Good time management and organisation
* Effective troubleshooting and resolution of IT issues
* Ability to work across business functions, IT teams, and vendors
* Understanding of automation, scripting (PowerShell, Python), and AI-driven IT solutions
* Experience with change management and continuous improvement processes
Responsibilities include:
* Handling user calls, logging, analysing, and prioritising incidents and requests
* Providing first-line investigation and diagnosis
* Resolving issues within SLAs and escalating when necessary
* Updating records in ITSM platforms and managing incidents throughout their lifecycle
* Identifying trends and proposing service improvements
* Managing end-user computing environments, including hardware/software provisioning
* Providing technical support and advice to end-users
* Identifying opportunities for Gen-AI enhancements in the workplace
* Supporting AI-driven monitoring tools to track and optimise employee interactions
* Automating surveys and sentiment analysis to improve engagement
* Deploying AI copilots for self-service support
* Managing endpoint devices, including deployment, security, and lifecycle management
* Ensuring security and compliance of end-user devices
* Maintaining technical documentation and troubleshooting procedures
* Monitoring IT systems for recurring issues and implementing long-term solutions
* Participating in incident management and vendor oversight
* Supporting product strategies and digital adoption initiatives
* Driving technology adoption and training within the organisation
* Supporting a 24/7 on-call rota
Experience & Knowledge:
* Managing or supporting IT systems and digital workplace technologies
* Implementing digital employee experience, endpoint management, and automation tools
* Hands-on with Microsoft 365, Azure AD, Intune, and AI collaboration tools
* Experience with modern endpoint management (Windows, macOS, Linux, mobile)
* Familiarity with ITSM platforms and ITIL processes
* Strong technical documentation skills
* Interest in emerging technologies and their application in IT service delivery
* Knowledge of FCA requirements (including Consumer Duty)
Skills:
* Effective communication, organisation, and troubleshooting skills
* Understanding of automation, scripting, and AI solutions
Qualifications:
Certifications in Azure technologies are desirable, including:
* MS-900 – Microsoft 365 Fundamentals
* Experience with Agile methodologies (Azure DevOps, Jira)
* Knowledge of the UK Insurance industry
Behaviours:
* Self-motivated, organised, proactive
* Ability to work independently and in teams
* Flexible and positive attitude
* Driven to improve business processes
* Stay current with cloud, automation, and platform trends
If you’re ready for the challenge and want to join our vibrant team, we want to hear from you!
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