Analyst, Infra CX
Invesco
Charlottetown, PE
Invesco is one of the world’s leading global investment managers, entrusted with managing $1.2 trillion* in assets on behalf of clients worldwide. We are the 6th largest US retail asset manager and the 13th largest investment manager globally, and our more than 8,000 employees worldwide are dedicated to delivering an investment experience that helps people get more out of life. We are purely focused on managing a comprehensive range of active, passive and alternative investment capabilities, which we draw on to provide customized solutions aligned to client needs, our most important benchmark. (*As of May 31,2019)

Job Purpose (Job Summary):
Under general supervision, demonstrates technical expertise in providing first-line support to Invesco Business Partners. In addition, responsible for the maintenance of the problem management database and 1st level support for Technology Services for all technical problems globally

Key Responsibilities / Duties:
Uses superior customer service, troubleshooting and questioning skills to diagnose and resolve client problems in a courteous, timely manner
Monitors outstanding issues by preparing and distributing the “open call” report. Provides suggestions on the resolution of open issues and keeps the client informed of progress
Makes a judgment as to the tier of client support needed and refers issue to the appropriate area for immediate resolution
Keeps other Technology Services staff members informed of systems issues through the internal Technology Services escalation system. Ensures that all information is accurate and current
Logs all Business Partner calls, Technology services calls and tracks trends in support issues. Prepares reports demonstrating call and problem activity and trends to be used by management in decision making
Notifies Business Partners of IDs and passwords for all systems
Keeps abreast of current developments and trends in technology through networking, continuing education and industry/technology publications
Monitors computer hardware, software and environmental factors impacting the performance of the systems. Reports problems per defined procedures
Participates in moving and installing Technology Services equipment and software
Participate in troubleshooting efforts with support personnel on factors impacting production systems

Work Experience / Knowledge:
We are seeking individuals with a minimum of 2+ years experience supporting clients in a LAN/WAN environment
Windows 7 / 10 and Microsoft Office product support knowledge is required
Customer support experience within a dedicated call center environment is required
Candidates must also demonstrate evidence of accomplishing high levels of customer service

Skills / Other Personal Attributes Required:
Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals at all technical levels are required
Must possess a solid understanding of PC hardware and software, including, proficiency in Microsoft Applications, and Microsoft Operating Systems: Windows 7 / 10
Must have exceptional ability in diagnosing and solving information systems problems while maintaining patience, professionalism and courtesy
Must have the ability to establish priorities, meet deadlines and concentrate on detailed information in a fast-paced, demanding work environment
The ability to cooperate in a team environment is critical
Knowledge of network monitoring tools

Formal Education: (minimum requirement to perform job duties)

A Bachelor’s Degree in Computer Information Systems or Computer Science is preferred

License/Registration/Certification: (minimum requirement to perform job duties)

A MSCE certificate is preferred

Working Conditions:
Normal office environment with little exposure to noise, dust and temperatures
This position required the ability to sit and use the telephone for 95% of the workday
The ability to lift, carry or otherwise move objects of up to 10 pounds is also necessary
Normally works a regular schedule of hours, however hours may vary depending upon the project or assignment
Hours may include evenings and/or weekends and may include 24 hour a day on call support by pager and/or cell phone

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.

Invesco is committed to fair and accessible employment practices. If selected for an interview, we will work with you to ensure that your interview is accessible and accommodation is provided. Please contact us at accessibility@invesco.ca or 1.800.874.6275 to let us know if you require accommodation for an interview due to a disability.