Sr. Analyst I, Infra CX

Job Description

Summary Description: To resolve, promptly and effectively, whilst demonstrating 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.Primary Duties/Responsibilities:

• 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. This includes patching and first-line telephony responsibilities.
• Maintain a central library for the applications that the Infra CX group by including reference manuals, installation guides, etc. This includes keeping our hardware inventories, application profiles, procedure databases and the Technology knowledge centre updated.
• Call management, includes logging, updating, closing calls accurately, using the appropriate categories and bringing up 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 the 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.
• When instructed, act as the lead coordinator for all desktop enquiries relating to assigned project activity.
• Work closely with the Business Support Analysts to ensure all business critical issues are brought up promptly, that service level agreements and critical issue procedures are met within agreed timelines and future issues are prevented.
• Act as a technical touch point for the more junior members of the team, offering guidance, coaching and support.
• Successfully deputize in the absence of the Infra CX Team Leader.

Formal Education:

• College degree or equivalent experience.
• MCSE grade or equivalent experience

Work Experience:

• Specialist business partners supporting desktop team, preferably gained within the Financial Services sector and/or a highly pressured environment.
• Experience in a desktop support role or a technical role equivalent with demonstrated ability, one of which should be at a more senior technical level

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.
• Network and Telephony patching experience.
• Basic Audio Visual experience
• Leadership and coaching skills.
• Domain Specialist in at least one desktop support related subject area.
• Consistent track record of success coupled with knowledge of industry standard methodology for desktop support and service delivery.
• Demonstrate commitment and ability to deliver exceptional service to internal clients, at all levels.
• Knowledge of ITIL V3 Foundation.
• Superb communication skills with the ability to understand and converse in English
• Self motivated, hardworking, empathic and people orientated

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Keyskills :
record of successroot causeservice deskaudio visualservice leveldesktop supportcustomer servicesupport analystsoperating systemsreference manualsfinancial servicescommunication skillstechnology management