Adv. 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!
Description - External
Invesco is one of the world’s leading global investment managers, entrusted with managing $1.5 trillion* in assets on behalf of clients worldwide. We are the 6th largest US retail asset manager and the 13th largest investment manager globally, and our more than 8,000 employees worldwide are dedicated to delivering an investment experience that helps people get more out of life. We are purely focused on managing a comprehensive range of active, passive and alternative investment capabilities, which we draw on to provide customized solutions aligned to client needs, our most important benchmark. (*As of October 31, 2021)
Responsible for all things Technology that the end-user touches along with working across all Infrastructure teams (networking, engineering, application support, etc.) ensuring the smooth day to day operations for our end users who are both in the office and remote. To resolve, promptly and optimally, whilst demonstrating applied technical efficiency all support calls relating to desktop software/hardware, installation and maintenance while demonstrating and delivering excellent customer service throughout. Additionally, maintain all relevant procedures and documentation, proactively identify recurring patterns and resolve, wherever possible by implementing long-term corrective action.
You will be responsible for:
Investigate faults relating to desktop applications and their configuration, identify and implement appropriate solutions.
Respond promptly and effectively to calls concerning any query or issue regarding software and hardware used within Invesco that the CX Support Services group has responsibility for.
Complete software/hardware installs, upgrades, adhoc project activity, moves and roll outs.
This includes keeping our hardware inventories, and the Technology knowledge center up to date and current.
Call management, includes logging and taking ownership, updating, closing calls accurately, using the appropriate categories and escalating when appropriate.
Analysis of calls, this includes proactively supervising and investigating statistics, looking for trends and patterns to identify recurring problems to enable root cause analysis.
Assist to deliver our BR obligations.
When requested provide intelligent hands-on support for all areas of the Infrastructure Services Group.
When advised, act as the lead coordinator for all desktop enquiries relating to assigned project activity.
Act as a mentor for the more junior members of the team, offering guidance, coaching and support.
The experience you bring:
Specialist experience in a business partner facing desktop support role, preferably gained within the Financial Services sector and/or a highly pressured environment.
3+ years experience in a desktop support role or equivalent technical role.
Strong decision-making, follow-up, follow-through, and priority setting skills are required
Network troubleshooting and patching experience.
A strong understanding of ITIL methodology.
Up to date knowledge of Windows operating system platforms, Apple devices, Microsoft Applications and Network Fundamentals
Multimedia Audio Visual experience, conference rooms, cameras, speakers, etc.
A Bachelors or Associates Degree and/or certifications in related disciplines is helpful but not required.
Full Time / Part TimeFull time
Job Exempt (Yes / No)No
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 three days a week, with two days working outside an Invesco office.
What’s in it for you?
Our people are at the very core of our success. Invesco employees get more out of life through our comprehensive compensation and benefit offerings including:
Flexible time off and opportunities for a flexible work schedule
401(K) matching of 100% up to the first 6% with additional supplemental contribution
Health & wellbeing benefits
Parental Leave benefits
Employee stock purchase plan
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.
Invesco's 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 U.S. state and federal laws governing non-discrimination in employment.