Adv. Analyst I, Infra CX

As an Adv. Analyst I, Infra CX, you will investigate faults, implement solutions, and deliver excellent service to clients. You will also maintain a central library, call management, and analysis of calls. The ideal candidate will have specialist experience in business partners-facing desktop support, knowledge of Windows operating systems, and excellent communication skills.

Requirements

• Investigate faults relating to 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 Infra CX has responsibility for.
• Demonstrate and deliver excellent service to all clients at all times.
• Complete software/hardware installs, upgrades, adhoc project activity, moves and roll outs as and when requested, to the satisfaction of all parties involved.
• Maintain a central library for the applications that the Infra CX group has responsibility for, including reference manuals, installation guides, etc.
• Call management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when appropriate.
• Analysis of calls, this includes proactively monitoring and investigating statistics, looking for trends and patterns to identify recurring problems to enable root cause analysis.
• Liaise regularly with Technology management, all Technology support areas, the Service Desk and business partners in pursuit of best working practice for our team and user base.
• Assist when instructed to deliver our BR obligations.
• When requested provide intelligent hands-on support for all areas of the Infrastructure Services Group.
• Work closely with the Business Support Analysts to ensure all business critical issues are escalated promptly, that service level agreements and escalation procedures are met within agreed deadlines and future escalations are prevented.
• Active contribution in streamlining existing CX Asset Management Process.
• Ability to work under high pressure and demanding situation and fulfilling the requirements and concerns of Traders, Dealers, Fund Managers, etc.
• Remote support to client.
• Should have ability to work on multiple tasks in accordance with already setup IT policy and regulations
• Hands-on experience with Ticketing tool and Inventory management (ServiceNow)
• Should be able to support on trading and Finance applications like Bloomberg, Bloomberg Gateway, MarketView Terminal, MFI Explorer, MorningStar, CCIL (TREPS, CROMS, NDS-OM, eKuber), IRIS, ARCL Dealing System, Report Browser, Refinitiv, ACE Equity, SunSystems, Vision, TdsPac etc.
• Complete printer support to users
• Formal Education:
• Specialist experience in a business partners facing desktop support role, preferably gained within the Financial Services sector and/or a highly pressured environment.
• Should possess Asset management company IT experience
• 5+ years experience in a desktop support role or equivalent technical role.
• Knowledge/ Abilities:
• Up to date knowledge of the technologies, equipment and software appropriate to the business, including Windows operating systems, Smart devices, Microsoft Applications and Network Fundamentals.
• Should show highest availability and active contribution in the current working model

Benefits

• Competitive Compensation
• Flexible, Hybrid Work
• 30 days’ Annual Leave + Public Holidays
• Life Insurance
• Retirement Planning
• Group Personal Accident Insurance
• Medical Insurance for Employee and Family
• Annual Health Check-up
• 26 weeks Maternity Leave
• Paternal Leave
• Adoption Leave
• Near site Childcare Facility
• Employee Assistance Program
• Study Support
• Employee Stock Purchase Plan
• ESG Commitments and Goals
• Business Resource Groups
• Career Development Programs
• Mentoring Programs
• Invesco Cares
• Dress for your Day