Analyst II, Infra CX

Requirements

• Interpersonal skills necessary to effectively interact and communicate with a variety of individuals at all technical levels are required
• Must possess a solid understanding of systems operation and be able to use computer terminals and peripheral equipment
• Must have exceptional ability in diagnosing and solving systems problems while maintaining professionalism and courtesy
• Must have the ability to establish priorities, meet deadlines and concentrates on detailed information in a fast-paced, demanding work environment
• The ability to cooperate in a team environment is critical
• Having experience working on LAN admin/ServiceNow/Active Directory is a plus
• This is a 24/7 business, so willingness to work in rotational night shift and weekend is a must.
• Full Time / Part Time
• Full time
• Worker Type
• Employee
• Job Exempt (Yes / No)
• No
• Workplace Model
• Why Invesco
• What's in it for you?
• As an organization we support personal needs, diverse backgrounds and provide internal networks, as well as opportunities to get involved in the community and in the world.
• Our benefit policy includes but not limited to:
• 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

Benefits

Additional Information

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. Job Description Primary Duties/Responsibilities : Service Desk and Telephone support Manage and resolve tier 1 Service Desk e-mail, phone, chat and in-person requests using phone, chat, in- person assistance and remote support technologies. Troubleshoot, escalate and facilitate resolution of tier 2-3 Service Desk issues with assistance from CX Analysts, Network Engineers, Telecommunications Analysts, Systems Analysts etc. Monitoring Monitors and administers ServiceNow Tickets in queue Performs operational task and monitors automated procedures to ensure successful performance of the IT Service Systems which includes the automated scheduling solution. Monitors computer hardware, software and environmental factors impacting the performance of the systems. Reports problems and escalate issues to proper support teams according to defined procedures. General knowledge of industry standards monitoring tools. Formal Education: A Bachelor's Degree in Information Technology Systems is preferred. License/Registration/Certification: Knowledge of ITIL v4 is preferred. WORK: A minimum of three years of operational experience in an IT environment is required. Experience working in IT Service Desk/Helpdesk with calling experience is preferred.

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