Adv Analyst, Infra CX

About Invesco As one of the world’s leading independent global investment firms, Invesco is dedicated to rethinking possibilities for our clients. 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, intelligent colleagues, and exposure across a global footprint, come explore your potential at Invesco. 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:  Generous annual leave plus f lexible paid time off Hybrid work schedule  Learning and development programs Health & wellbeing benefits  Parental Leave benefits  Employee stock purchase plan (if applicable in your region) 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 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 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.