Sr Analyst, Infrastructure - Customer Experience

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.

We have an outstanding benefits package which includes: Company-provided healthcare A competitive annual leave allowance Flexible working options, including hybrid working arrangements Generous pension provisions Income protection Health and wellness benefits Volunteering days Enhanced parental leave Life insurance Your Role: The Senior Analyst provides expert level technology and customer support while playing a key role in aligning business needs with effective technical solutions. In addition to resolving complex and high impact support issues, they drive continuous improvement, contribute to service and process enhancements, and support the delivery of technology solutions through project based work. This role is suited to individuals with extensive technical and analytical experience, offering opportunities to influence support practices, mentor and guide junior team members and collaborate with stakeholders across technology and the business to enhance the overall Business Partner technology experience.

Lead and oversee troubleshooting best practices by identifying, resolving and preventing complex technical issues. Whilst also ensuring seamless service delivery. Analyse trends and recurring problem areas across multiple sites or a regional scope, driving service improvements that enhance consistency and customer experience. Coordinate meeting room support operations, help manage escalations and ensure high level service. Partner with business teams to plan and support high profile events, ensuring AV readiness and contingency planning. Coordinate and complete software/hardware installs, device upgrades, ad hoc initiatives, desk moves and equipment roll outs. Lead initiatives that align with day-to-day support, deliver against business requirements, set service standards and partner with peers to help drive continuous improvement. Provide coaching and leadership to Analysts/Advanced Analysts, driving technical and customer service excellence and helping to build a culture of continuous improvement. Take a lead role in key projects and delivering against deadlines. Ensure minimal disruption to the business and a high-quality end result. Review lessons learnt and improvement opportunities. Help Lead and drive SME initiatives. Proactively lead on any testing or required documentation whilst ensuring all key information is shared promptly with your support peers. Mentor other SME’s to help grow them within their roles whilst also looking to develop yourself through guided learning or hands on experience. Maintain a consistently high standard of customer support while proactively identifying opportunities to enhance the support experience. Collaborate closely with Business Partners to review NPS feedback, analyse trends, and implement service improvements based on customer feedback. Strengthen relationships across the business by acting as a conduit between support and other teams. Support Business Partners through clear communication, ownership of complex issues and a focus on service quality. Help to drive a positive team culture. Ticket management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when required.  Apply established support processes to ensure consistency and quality. Support junior team members with ticket guidance when needed. Proactively monitor for trends or recurring issues and driving resolution through Problem Management or Major