Adv Analyst, Infra CX
Core
Provide Level 2 & 3 'White Glove' IT support, manage AV/Media systems, and drive infrastructure improvements for Invesco's global clients.
Role type
Senior Infrastructure Customer Experience Analyst
Builds
Production IT support services, AV/Media system reliability, and optimized technology infrastructure
Domain
Financial Services / IT Infrastructure & Customer Experience
Deliverable
client delivery
Required skills
Advanced troubleshooting (AV, telephony, networking, Windows, Apple), ITIL methodology, incident management, system documentation, stakeholder communication
Preferred skills
Financial services experience, MCSE certification, leadership in process improvement
Technologies
Microsoft Teams, ServiceNow, Crestron, Polycom, Windows OS, Apple iOS
Responsibilities
Resolve Level 2 & 3 hardware/software incidents, manage AV/Media systems for meetings, maintain application libraries and hardware inventories, analyze call statistics for root cause analysis, lead desktop inquiry coordination, collaborate with Run and Build teams on infrastructure planning
Seniority
Senior, hands-on IC with mentorship responsibilities