Desktop Support Analyst - Invesco Global Asset Management : Job Details

As one of the world's leading asset managers, Invesco is dedicated to helping investors worldwide achieve their financial objectives. 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, smart colleagues, and a global employer with a social conscience, come explore your potential at Invesco. Make a difference every day! Job Description Your Team CX works to create exceptional technology experiences for all Invesco employees. They provide local technology-related service and support, addressing key issues as they arise and proactively identifying opportunities for improvement and quality assurance based on customer insights. Your Role To provide high level technical expertise for our business partners ensuring service delivery excellence. You Will Be Responsible For:

• Advanced Technical troubleshooting of production support incidents
• Respond promptly and effectively to calls concerning any query or issue regarding technology used within Invesco.
• Demonstrate and deliver service delivery excellence to all business partners.
• Identify trends and problem areas within the business to improve the level of service the group delivers.
• Complete software/hardware installs, upgrades, ad hoc 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 knowledge base for supported apps, including reference manuals, installation guides, and best practices.
• Maintain inventories, workplace personas, procedure databases and the Technology knowledge center up to date and current.
• Call management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when appropriate via Service Now.
• Power Bi Metrics reporting, proactive monitoring, and root cause analysis.
• Liaise regularly with all Technology support areas and senior business partners in pursuit of best working practice for our team and business partner base.
• Oversee AV operations, and support BP meetings and videoconferences, including support for our senior leadership events.
• 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. Field outages and drive all issues to completion.

The Experience You Bring:

• 5-7 years experience in a client facing desktop support role, preferably gained within the Financial Services sector in a fast-paced environment at a senior technical level.
• Office 365, Mac, Windows, LAN/WAN networking, Azure & AWS Cloud technologies, Mobility solutions, scripting/automation, and Market Data
• Support AV operations and teleconference
• ITIL Agile or Lean methodologies
• Ability to execute on deliverables, establish priorities, and meet deadlines.

The total compensation offered for this position, which includes salary and incentive pay, will vary based on skills, experience and location. The salary range for this position in New York City is $110,000 to $120,000 annually. Full Time / Part Time Full time Worker Type Employee Job Exempt (Yes / No) No Workplace Model At Invesco, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least three days a week, with two days working outside an Invesco office. What's in it for you? Our people are at the very core of our success. Invesco employees get more out of life through our comprehensive compensation and benefit offerings including:

• Flexible paid time off
• Hybrid work schedule
• 401(K) matching of 100% up to the first 6% with a discretionary supplemental contribution
• Health & wellbeing benefits
• Parental Leave benefits
• Employee stock purchase plan

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's culture of inclusivity and its commitment to diversity in the workplace are demonstrated through our people practices. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, or veteran status. Our equal opportunity employment efforts comply with all applicable U.S. state and federal laws governing non-discrimination in employment.