Adv Analyst , Infra CX

Position: Adv Analyst I, Infra CX
This job is with Invesco, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

As one of the world's leading independent global investment firms, Invesco is dedicated to rethinking possibilities for our clients. 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, intelligent colleagues, and exposure across a global footprint, come explore your potential  Description      Your Team
The Global Service Desk team delivers high-quality, technology-related support across 50+ offices in over 20 countries spanning 4 continents. They serve as the first line of defence for IT issues, providing timely resolution and proactive service to internal customers. Beyond reactive support, the team actively identifies performance gaps and friction points that impact user experience. They continuously seek opportunities for process improvement, innovation, and feedback-driven enhancements, ensuring a seamless and efficient technology environment across the organization.

Key Responsibilities
Technical Support & Escalation
Lead resolution of Tier 1 and Tier 2 (LAN Admin) incidents across email, phone, chat, and remote support channels.
Collaborate with cross-functional teams including Network, Systems, and CX Analysts to resolve high-impact issues.
Provide guidance and mentorship to junior Service Desk Analysts.
In-depth knowledge of security policies, compliance requirements, and data protection measures.
Identify and implement process improvements to enhance efficiency and effectiveness of the service desk operations.
Monitoring & Operational Oversight
Oversee Service Now ticket queues, ensuring SLA adherence and timely escalations.
Monitor automated systems and scheduling tools to ensure optimal performance.
Identify and report system anomalies, initiating corrective actions with relevant teams.
Problem-Solving:
Creative problem-solving skills and the ability to independently learn.

Process Improvement & Quality Assurance
Participate in root cause analysis and contribute to problem management efforts.
Recommend improvements to SOPs, knowledge base articles, and service workflows.
Support quality audits and drive continuous improvement initiatives.
Monitor outstanding tickets and collaborate with the global team.
Knowledge & Skill Development
Stay current with industry trends, tools, and technologies relevant to ITSM.
Actively contribute to training programs and onboarding of new analysts.
This is a 24/7 business, so willingness to work in rotational night shift and weekend is a must.
The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities and requirements.

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.
Why Invesco
In Invesco, we act with integrity and do meaningful work to create impact for our stakeholders. We believe our culture is stronger when we all feel we belong, and we respect each other's identities, lives, health, and well-being. We come together to create better solutions for our clients, our business and each other by building on different voices and perspectives. We nurture and encourage each other to ensure our meaningful growth, both personally and   professionally.
We believe in diverse, inclusive, and supportive workplace where everyone feels equally valued, and this starts at the top with our senior leaders having diversity and inclusion goals. Our global focus on diversity and inclusion has grown…