Analyst, Infra Cx

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
The team is responsible for providing technology related support and premier service across 76 offices in 26 countries that span 4 continents. This involves addressing key issues as they arise and proactively identifying areas of improvements and performance gaps that cause internal customer friction. We look for process improvement opportunities, and new and innovative ways to get feedback and act on it.
Your Role

**You Will Be Responsible For**:

- Uses superior customer service, troubleshooting and questioning skills to diagnose and resolve problems in a courteous and timely manner
- Monitors outstanding tickets, collaborating often with the global team
- Utilize group chat channels in skype to escalate trends with our global stability colleagues
- Follow our security verification processes to ensure safety and security data and access in our environment
- Keeps abreast of current developments and trends in information technology through networking, continuing education and industry/technology publications

**The Experience You Bring**:

- College Diploma or Bachelor's Degree in Computer Information Systems or Technology is preferred
- Individuals with experience supporting clients in a LAN/WAN environment is an asset
- Windows Operating Systems and Microsoft Office product support knowledge is preferred
- Customer support experience within a dedicated call center environment
- If you see something, say something Proactive curious nature assists with getting in front of issues before they escalate
- Comfort assisting people of all levels of technical abilities
- Maintaining patience, professionalism and courtesy in a fast-paced working environment
- Creative problem-solving skills along with natural curiosity and the ability to independently learn
- The ability to cooperate in a team environment is critical

**The information below comes from the Job Leveling Guide and is meant to assist you in writing the job description. Please delete once you have completed the job description.**
General Role Profile
- Requires working knowledge and experience in own job family and broadens capabilities
- Performs a range of assignments related to job family
- Uses prescribed guidelines or policies to analyse situations and solve a range of straightforward problems
- Accountable for own work and effective coordination of processes and information with others
- Works independently within guidelines and policies for ongoing work
- Receives a moderate level of guidance and direction for new assignments

Knowledge
- Requires working knowledge of principles and methods within own job family

Business Acumen
- Understands key business drivers and uses this understanding to accomplish own work

Problem Solving
- Works on assignments of moderate scope and complexity where some initiative and independent judgment is required to search out appropriate courses of action within the context of established policies and procedures
- Uses concepts and abilities of the skill and the Firm's internal policies and procedures to complete assignments and solve problems

Impact
- Makes decisions on routine matters where established policies, procedures and guidelines are available
- Defers non-routine decisions to immediate supervisor
- Impacts quality of own work and the work of others on the Team

Leadership
- Typically, no supervisory responsibilities but may provide informal guidance to new Team members
- Leads projects and processes

Influence and Partnership
- Explains and simplifies complex information to others
- Leads the coordination of information to ensure ongoing process or program execution

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 and we strive to provide employees with a competitive total rewards package which includes:
Hybrid working environment
RRSP Contributions
Health & Wellness Benefits
Work flexibility Programs
Parental Leave Benefits
Study Support
The above information on this description has been designed to