Advanced Analyst, Infra CX
Advanced Analyst, Infra CX
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Job Description
As one of the worlds leading asset managers Invesco is dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities we provide a wide range of investment strategies and vehicles to our clients around the world.
If youre looking for challenging work smart colleagues and a global employer with a social conscience come explore your potential at Invesco. Make a difference every day!
Job Description
Primary Duties/Responsibilities:
Customer Experience and Support
- Serve as a dedicated resource in advanced technology customer experience including Level 2 & 3 White Glove service collaboration solutions (Microsoft Teams) service desk software and inventory management (ServiceNow) as well as network and data center activities as needed.
- Respond promptly and effectively to calls regarding any software and hardware queries or issues within Invescos responsibility always delivering excellent service to all clients.
- Act as the primary support person for Audio Visual/Media systems throughout the site including meeting rooms conference spaces and common areas supporting events and meetings activities.
- Investigate faults related to desktop applications and configurations identifying and implementing appropriate solutions.
- Complete software/hardware installations upgrades ad-hoc project activities moves and rollouts as requested ensuring satisfaction for all parties involved. This includes patching and first-line telephony responsibilities.
Resource Management and System Improvement
- Maintain a central library for applications under the Infra CX groups responsibility including reference manuals installation guides and more.
- Keep hardware inventories application profiles procedure databases and the technology knowledge center up-to-date and current.
- Manage calls including logging taking ownership updating and closing calls correctly using appropriate categories and escalating when necessary.
- Analyze calls proactively monitoring and investigating statistics to identify recurring problems for root cause analysis.
- Identify improvements within Technology infrastructure leading and/or assisting with streamlining simplifying and improving system efficiencies through technology lateral thinking and creativity.
Mentorship and Collaboration
- Act as a mentor for junior team members providing guidance coaching and support.
- Act as the lead coordinator for all desktop inquiries related to assigned project activities when advised.
- Collaborate across Tech Infrastructure teams both Run and Build to solve current state issues and plan for future states.
- Collaborate with other Technology teams to deliver world-class services from a Technology Infrastructure standpoint.
Other Responsibilities
- Continuously improve working practices to ensure team success as measured by efficient and effective metrics.
- Work closely with the site lead and team for scheduling and prioritizing tasks.
- Provide intelligent hands-on support for all areas of the Infrastructure Services Group when requested.
Work Experience:
- 5 years of technology-related expertise.
- Background in a client-prioritized service-oriented environment with a passion for continuous improvement.
- Self-starter qualitiesable to identify and resolve incidents problems and requests without constant supervision.
- Strong decision-making follow-up follow-through and priority-setting skills.
- Ability to work well with both technical colleagues and senior business leaders providing support and updates at appropriate levels of detail and complexity.
- Proven real-world work experience in various end-user technologies.
- Experience documenting support procedures and training/mentoring peers on troubleshooting and supporting newly installed technology equipment or products.
- Strong troubleshooting experience in AV telephony products and equipment networking basics Windows OS and workplace tools Apple iOS devices printing scanning and faxing with excellent communication skills.
- Experience supporting meetings using Microsoft Teams Crestron and Polycom devices and various headset models.
- Strong technical troubleshooting skills with a dedication to standards documentation thinking ahead prioritization and making fact-based decisions.
- Experience in Financial Services or other regulated industry sectors is helpful but not crucial.
- A strong understanding of ITIL methodology.
Formal Education:
- University degree or higher.
- MCSE certification or equivalent experience.
#LI-DNI
Full Time / Part Time
Full timeWorker Type
EmployeeJob Exempt (Yes / No)
NoWorkplace Model
At Invesco our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least four days a week with one day working outside an Invesco office.
Invescos culture of inclusivity and its commitment to diversity in the workplace are demonstrated through our people practices. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race creed color religion sex gender gender identity sexual orientation marital status national origin citizenship status disability age or veteran status. Our equal opportunity employment efforts comply with all applicable local laws governing non-discrimination in employment.
Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within twelve weeks may consider their application unsuccessful. All related information will be kept in our file for future recruitment purposes. When there are vacancies in our subsidiary or associate companies we may transfer the application to them for consideration of employment. Under the Personal Data (Privacy) Ordinance job applicants have a right to request access to and to request correction of Personal Data in relation to the application. If job applicants wish to exercise these rights they should contact the Human Resources department.
Required Experience:
IC
Employment Type
Full-Time
