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 mega too!
We’re looking for a skilled Digital Workspace Technician to provide 1st and 2nd line support, including the investigation and diagnosis of incidents and service requests.
You’ll resolve IT issues within agreed SLAs and escalate 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 also deliver seamless IT support by proactively resolving technical issues, handling user calls, managing incidents and problems within SLA’s, and provide clear, practical technical guidance.
A key part of the role involves identifying opportunities to automate or eliminate repeatable tasks, helping to reduce administrative overhead across workplace operations and the service desk.
We’re big on flexible working. You’ll be based in our office in Haywards Heath, West Sussex for most of the week, with at least one day working from home on a rota basis. You’ll need to live within a reasonable commute, be able to work shifts between 7:30 am and 5:00 pm on a rotational pattern and be take part in a 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 escalate 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 optimize employee interactions in real time.
- You’ll utilise AI for proactive issue detection, minimizing 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, minimizing 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 organizational 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 be 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.
- Demonstratable experience implementing digital employee experience (DEX), endpoint management, analytics, and automation tools.
- Hands-on experience with Microsoft 365, Azure AD, Intune, and AI-powered collaboration tools (e.g., Microsoft Copilot, OpenAI services).
- Experience implementing modern management of endpoint devices (Windows/macOS/Linux, mobile devices, virtual desktops).
- Familiarity with ITSM platforms and ticketing processes.
- Knowledge of ITIL processes, incident/problem/change management frameworks.
- Natural curiosity for emerging technologies and their application to IT service delivery.
- Knowledge of FCA requirements (including individual responsibilities in relation to Consumer Duty)
Skills
- Good communication skills, both verbal and written
- Good time management and organisation skills
- Ability to troubleshoot and resolve IT issues efficiently.
- Passion for delivering excellent end-user support and experience.
- Works effectively across business functions, IT teams, and vendors.
- Automation & AI Adoption – Understanding of automation, scripting (PowerShell, Python), and AI-driven IT solutions.
- Change Management & Continuous Improvement – Ability to drive service improvements through process optimisation and automation.
- Strong ability to write technical documentation and knowledge base articles.
Qualifications
You’ll maintain certifications and expertise in Azure technologies (Desirable), including but not limited to:
- AI-900 – Azure AI Fundamentals (desirable)
- MS-900 – Microsoft 365 Fundamentals (desirable)
- ITIL Foundation V4 (Desirable)
- Agile methodologies and backlog management (e.g., Azure DevOps, Jira) (Desirable)
- Knowledge of the UK Insurance industry (desirable)
Behaviours
- Self-motivated and enthusiastic
- An organised and proactive approach
- Ability to work on own initiative and as part of a team
- A flexible approach and positive attitude
- Strives to drive business improvements to contribute to the success of the business
- Stay up to date with emerging technologies and trends in cloud architecture, automation, and platform management.
Experienced in providing 1st and 2nd line support, curious about automation and AI, great with stakeholders and vendors? We’d love to hear from you, apply today. The possibilities are endless.
What can we do for you?
People first. Always. We’re passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that’s what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you’ll enjoy, take a look at all our perks in full here.
Intrigued? Our Talent team can tell you everything you need to know about what we want and what we’re offering, so feel free to get in touch.
