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.

If you're 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!

Primary Duties/Responsibilities:

• Dealing with calls/issues/faults, involving logging, updating and closing incidents correctly, using Service Now, escalating as required within the global Technology structure
• Investigate faults relating to desktop applications and their configuration, identify and implement appropriate solutions
• Demonstrate and deliver excellent client service at all times, by managing stakeholder expectations and keeping the client informed and updated on the progress of resolving their issue
• Complete software/hardware installs, upgrades, adhoc project activity, moves and roll outs, to the satisfaction of all parties involved. This includes patching and first-line telephony responsibilities
• Maintain a central library, including reference manuals, installation guides, etc. This involves keeping our hardware inventories, application profiles, procedure databases and the Technology knowledge centre up to date
• Liaise regularly with Technology management, all Technology support areas, the Service Desk and business partners in pursuit of best working practice
• Assist with Business Recovery procedures
• When requested provide intelligent hands-on support for all areas of the Infrastructure Services Group
• Some out of Australian business hours work required

Formal Education:

• Educated to at least degree level, with relevant discipline
• MCSE (Microsoft Certified Systems Engineer) would be an advantage

Work Experience/Knowledge/competencies:   

• Experience in a business partner facing desktop support role, gained within a corporate environment
• Up to date knowledge of the technologies, equipment and software appropriate to the business, including Windows operating system platforms, Smart devices, Microsoft Applications and Network Fundamentals
• Basic Audio Visual experience
• Network and Telephony patching experience
• Demonstrate commitment and ability to provide exceptional service to internal clients, at all levels.

Abilities/Personal attributes:                                          

• Passionate about technology
• Strong communication skills
• Flexible, adaptable, can-do attitude
• Committed to high standards with a focus on attention to detail
• Confident decision making and ability to be proactive
• Ability to meet tight deadlines and work well under pressure
• Proven experience in organising and managing multiple priorities
• Team player who enjoys a high-performance culture
• Ability to operate effectively in a cross-cultural environment
• Self-motivated, enthusiastic, approachable and people oriented.

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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.