Digital Workspace Technician

First Central

. Take calls from users and log, analyse, triage, and prioritise IT incidents, problems, and changes .

Posted 11/10/2026contractManchester • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing IT incidents, service desk operations, and digital workplace technologies, with a strong focus on endpoint management, automation, and compliance. Proficient in utilizing AI-driven solutions and maintaining technical documentation to enhance service delivery and user experience.

Highest-signal resume keywords

IT Incident ManagementEndpoint ManagementMicrosoft 365AI-Powered Collaboration ToolsITIL Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementEndpoint AutomationScripting with PowerShellScripting with PythonTechnical DocumentationTroubleshootingService ImprovementDigital Employee Experience

Soft Skills

Verbal CommunicationWritten CommunicationTime ManagementOrganizational SkillsProactive Approach

Tools & Technologies

ITSM PlatformsMicrosoft IntuneAzure ADAzure DevOpsJiraDigital Experience MonitoringGenerative AIVirtual AssistantsCopilotsDigital Adoption Platforms

Certifications & Qualifications

AI-900 Azure AI FundamentalsMS-900 Microsoft 365 FundamentalsITIL Foundation V4

Industry Keywords

FCA RequirementsConsumer DutyUK Insurance IndustryAgile MethodologiesDigital Workplace Technologies

Tech Stack

Tools & technologies

AzureCloudITSMLinuxMacOSPython

About the role

Key responsibilities & impact

Take calls from users and log, analyse, triage, and prioritise IT incidents, problems, and changes
Provide first-line investigation and diagnosis of incidents and service requests
Resolve IT issues within agreed SLAs and escalate incidents when necessary
Verify resolutions with users and update records in ITSM platforms
Own and manage assigned incidents and service requests throughout their lifecycle
Identify trends in IT issues and escalate recurring problems for service improvement
Support and operate the end-user computing environment, including hardware/software provisioning, endpoint management, compliance, and lifecycle management
Build, configure, and deploy desktops, laptops, and mobile devices
Implement and manage endpoint automation for software deployment, security updates, patching, and policy enforcement
Maintain operating system images and ensure security, performance, and compliance standards
Troubleshoot hardware and software issues through remote and hands-on support
Manage device lifecycle, secure disposal, upgrade planning, encryption, antivirus, and other security measures
Identify and deploy Generative AI, automation, Digital Experience Monitoring, virtual assistants, Copilots, and Digital Adoption Platforms to improve IT support and employee experience
Use AI for proactive issue detection, predictive resolution, sentiment analysis, and automated experience surveys
Maintain technical documentation, configuration settings, troubleshooting steps, training materials, and best-practice guidelines
Analyse Incident, Problem, and Change data and propose resolutions through Service Improvement Plans
Participate in major incident management and remediate digital workplace outages
Provide technical oversight of vendors and manage feature requests, known errors, and bug fixes
Support product strategies, roadmaps, technology rollouts, change management, and training
Provide training and knowledge sharing for service desk analysts and IT support teams
Ensure compliance with the Group Code of Conduct, Fitness and Propriety policies, company policies, values, guidelines, and relevant regulations
Work as part of a 365/24/7 on-call rota

Requirements

What you’ll need

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 such as Microsoft Copilot and OpenAI services
Experience implementing modern management of endpoint devices including Windows/macOS/Linux, mobile devices, and virtual desktops
Familiarity with ITSM platforms and ticketing processes
Knowledge of ITIL processes and incident/problem/change management frameworks
Knowledge of FCA requirements, including individual responsibilities in relation to Consumer Duty
Understanding of automation, scripting using PowerShell and Python, and AI-driven IT solutions
Ability to drive service improvements through process optimisation and automation
Strong technical documentation and knowledge base article writing skills
Good verbal and written communication skills
Good time management and organisational skills
Ability to troubleshoot and resolve IT issues efficiently
Ability to work across business functions, IT teams, and vendors
Ability to participate in a 365/24/7 on-call rota
Desirable certifications/expertise in Azure technologies, including AI-900 Azure AI Fundamentals, MS-900 Microsoft 365 Fundamentals, and ITIL Foundation V4
Familiarity with Agile methodologies and backlog management tools such as Azure DevOps and Jira is desirable
Knowledge of the UK insurance industry is desirable
Self-motivated, organised, proactive, flexible, and positive approach
Ability to work on own initiative and as part of a team
Commitment to staying up to date with emerging technologies and trends in cloud architecture, automation, and platform management

Benefits

Comp & perks

12-month Fixed Term Contract
Flexible hybrid working
24/7/365 on-call rota participation
Professional development through developing new skills and taking on fresh challenges