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 writtenStrong time management and organizational skillsAbility to troubleshoot and resolve IT issues efficientlyEffective collaboration across business functions, IT teams, and vendorsUnderstanding of automation and AI adoption, scripting (PowerShell, Python), and AI-driven IT solutionsExperience in change management and continuous improvement to drive service enhancementsWhat we can offer you:Starting salary from £32,167 to £40,209, depending on experience25 days holiday plus 8 bank holidays, plus an extra ''You'' day off for personal occasions or restA fully supportive team environment£100 off your car insuranceKey responsibilities include:Handling user calls, logging, analyzing, triaging, and prioritizing IT incidents, problems, and changesProviding first-line investigation and diagnosis of incidents and service requestsResolving IT issues within SLAs and escalating when necessaryVerifying resolutions with users and updating ITSM recordsManaging incidents and service requests throughout their lifecycleIdentifying trends and escalating recurring issues for improvementEnsuring end-user computing environments are efficient and up-to-dateProviding technical advice and support to end-users to maximize digital workplace toolsIdentifying opportunities for Gen-AI enhancements in the workplaceSupporting AI-driven Digital Experience Monitoring (DEM) toolsUsing AI for proactive issue detection, minimizing downtimeAutomating experience surveys and sentiment analysisDeploying AI-powered copilots for self-service supportSupporting and managing end-user devices, including provisioning, security, and lifecycle managementBuilding, configuring, and deploying desktops, laptops, and mobile devicesEnsuring device security, performance, and complianceImplementing and managing endpoint automation for software deployment and updatesMaintaining OS images and ensuring standards are metPartnering with IT and security teams for complianceMonitoring and improving end-user computing infrastructureTroubleshooting hardware/software issues, providing remote and hands-on supportOverseeing device lifecycle management and secure disposal/upgradesSupporting security measures like encryption and antivirusDocumenting processes and troubleshooting steps in a knowledge baseProactively monitoring IT systems for recurring issuesAnalyzing incident data to identify trends and propose improvementsParticipating in major incident management and troubleshooting outagesProviding technical oversight of vendor relationshipsSupporting product strategies and ensuring alignment with vendor roadmapsDriving digital workspace adoption and smooth technology rolloutsCollaborating with business teams on digital initiativesImplementing and managing Digital Adoption Platforms (DAPs)Developing training materials and best practicesTraining service desk analysts and IT support teamsIdentifying automation opportunities to improve productivityEvaluating and deploying AI-powered DEM toolsSupporting AI adoption to enhance employee experienceComplying with the Group Code of Conduct and relevant policiesSupporting a 24/7 on-call rota for business supportExperience and Knowledge:Experience managing/supporting IT systems, service desk, or digital workplace techExperience with digital employee experience (DEX), endpoint management, analytics, automation toolsHands-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 processesKnowledge of ITIL frameworksAbility to produce technical documentation and knowledge base articlesInterest in emerging technologies and their application in IT service deliveryKnowledge of FCA requirements (including individual responsibilities regarding Consumer Duty)Skills:Excellent communication skills, verbal and writtenStrong organizational and time management skillsEffective troubleshooting and problem resolution skillsAbility to work effectively across teams and vendorsUnderstanding of automation, scripting (PowerShell, Python), and AI solutionsExperience in change management and process improvementQualifications: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 enthusiasticOrganized and proactiveIndependent and team-orientedFlexible and positive attitudeDriven to improve business processesStay updated on emerging tech trends in cloud, automation, platform managementIf 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 hereInterested? Reach out to our Talent team for more information about what we’re looking for and what we offer.

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