Analyst, Infrastructure - Customer Experience

Benefits

• Company-provided healthcare
• A competitive annual leave allowance
• Flexible working options, including hybrid working arrangements
• Generous pension provisions
• Income protection
• Health and wellness benefits
• Volunteering days
• Enhanced parental leave
• Life insurance

The Analyst, Infrastructure CX provides essential technology and customer support, helping to ensure a smooth and reliable experience for Business Partners. They assist with day-to-day technical issues, contribute to maintaining support documentation, and work closely with team members to learn best practices and develop their technical skills. This role is ideal for individuals starting their career in technology support, offering opportunities to build knowledge, gain hands‑on experience, and grow within a collaborative team environment.

• Perform troubleshooting to resolve common technical issues and ensure continuity of service for all teams. Escalate to appropriate support teams when required.
• Support meeting room technology for Business Partners, including routine checks, setups and resolving basic AV issues.
• Support small‑scale projects or initiatives, completing assigned tasks and meeting deadlines.
• Attend and participate in SME initiatives to learn about specific technologies. Contribute by sharing insights with peers alongside assisting with documentation or testing.
• Deliver a positive support experience by responding to all Business Partner enquiries promptly, professionally and with a focus on helpful resolution.
• Build positive working relationships and provide a high‑level service delivery to all business partners.
• Ticket management, including logging and taking ownership, updating, closing calls correctly, using the appropriate categories and accurate work notes. Escalate unresolved or complex issues when required.
• Follow established technology policies and support best practices to ensure consistent and compliant service. Maintain awareness guidelines and escalate concerns when appropriate.
• Maintain and update Asset Management inventories, follow and promote technology processes and elevate discrepancies if they arise.
• Contribute to knowledge base articles and documentation for supported apps, installation guides and best practices.
• Support Business Partner technology knowledge sharing, documentation and training. Including participation in Tech Pulse events.

• Advantageous to have but will be trained:
  Service Now, AV technology (Microsoft Teams Rooms), Bomgar, SCCM, Network Fundamentals (LAN/WAN).
• Notable experience in a customer‑facing ‘desktop’ support role. Preferably gained within the financial services sector and/or highly pressurised environment.
• Windows Operating Systems.
• Office 365.
• Apple Devices (iPhone / iPads)
• Ability to provide a great service to internal business partners, at all levels.
• Great communication and interpersonal skills.
• Self‑motivated, enthusiastic, approachable and people‑orientated.
• Evidence of good organisational skills and builds effective working relationships.
• Must have ability to diagnose and solve problems while maintaining professionalism and courtesy.
• ITIL 4 Foundation knowledge (Desirable).

Applicants who opt in to the Disability Confident Scheme and meet the ‘minimum criteria’ for the role will be offered an interview. We are committed to providing an inclusive recruitment process for all candidates who make an application. By opting‑in to this scheme, applicants will be disclosing that they have a disability solely for the purpose of the Disability Confident Scheme.

The Disability Confident Scheme only guarantees an interview – it does not automatically mean that applicants interviewed will gain employment with Invesco at that time.

To apply through the Disability Confident Scheme, you’ll need to firstly ensure you have applied for the role via our external careers page. Following this, you’ll need to email us at confirming your wish to opt‑in, alongside your contact details and the title of the role you wish to apply for.

Pursuant to Invesco’s Workplace Policy, employees are expected to comply with the firm’s most…