Advanced Analyst, Infra CX

As one of the world’s 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.

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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 Invesco's 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 group's 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 qualities—able 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.

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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.