Analyst II, Infra CX

This job is with Invesco, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.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 dayJob DescriptionJOB DESCRIPTION - ANALYST II - GLOBAL SERVICE DESKPrimary Duties/Responsibilities :Service Desk and Telephone supportM ana g e an d r e s o l v e t i e r 1 Service Desk e - m a il , pho n e, chat an d i n - p e rs o n r e q ue s t s u s i n g phon e , chat, i n - pe rs o n a s s i s t an ce an d r e m o t e s uppo r t t e c hno l o g i e s.T r o ub l e s hoo t , e sc a l a t e a n d f a c ili t a t e r e s o l u t i o n o f t i e r 2 -3 Service Desk i ss ue s wi t h a ss i s t an ce f r o m CX Ana l y s t s, N e t w o rk En g i ne e rs, Te l e c o mm un i c a t i on s Ana l y s t s, S y s t e m s Ana l y s t s etc.MonitoringMonitors and administers ServiceNow Tickets in queuePerforms operational task and monitors automated procedures to ensure successful performance of the IT Service Systems which includes the automated scheduling solution.Monitors computer hardware, software and environmental factors impacting the performance of the systems.  Reports problems and escalate issues to proper support teams according to defined procedures.General knowledge of industry standards monitoring tools.Formal Education: A Bachelor's Degree in Information Technology Systems is preferred.License/Registration/Certification: Knowledge of ITIL v4 is preferred.WORK:   A minimum of three years of operational experience in an IT environment is required.Experience working in IT Service Desk/Helpdesk with calling experience is preferred.Skills :Interpersonal skills necessary to effectively interact and communicate with a variety of individuals at all technical levels are requiredMust possess a solid understanding of systems operation and be able to use computer terminals and peripheral equipmentMust have exceptional ability in diagnosing and solving systems problems while maintaining professionalism and courtesyMust have the ability to establish priorities, meet deadlines and concentrates on detailed information in a fast-paced, demanding work environmentThe ability to cooperate in a team environment is criticalHaving experience working on LAN admin/ServiceNow/Active Directory is a plusThis is a 24/7 business, so willingness to work in rotational night shift and weekend is a must.Working Conditions: Normal work environment with little exposure to excessive noise, dust and temperature.  Intense visual concentration may be required along with the ability to lift and move objects weighing up to 50 pounds.  Frequent sitting and intermittent walking is also required.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 TimeFull timeWorker TypeEmployeeJob Exempt (Yes / No)No Workplace ModelAt 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 InvescoIn 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 exponentially and we encourage connection and community through our many employee-led Business Resource Groups (BRGs).What's in it for you?As an organization we support personal needs, diverse backgrounds and provide internal networks, as well as opportunities to get involved in the community and in the world.Our benefit policy includes but not limited to:Competitive CompensationFlexible, Hybrid Work30 days' Annual Leave + Public HolidaysLife InsuranceRetirement PlanningGroup Personal Accident InsuranceMedical Insurance for Employee and FamilyAnnual Health Check-up26 weeks Maternity LeavePaternal LeaveAdoption LeaveNear site Childcare FacilityEmployee Assistance ProgramStudy SupportEmployee Stock Purchase PlanESG Commitments and GoalsBusiness Resource GroupsCareer Development ProgramsMentoring ProgramsInvesco CaresDress for your DayIn Invesco, we offer development opportunities that help you thrive as a lifelong learner in a constantly evolving business environment and ensure your constant growth. Our AI enabled learning platform delivers curated content based on your role and interest. We ensure our manager and leaders also have many opportunities to advance their skills and competencies that becomes pivotal in their continuous pursuit of performance excellence.To know more about usAbout Invesco: our Culture: our D&I policy: our CR program: for the role @ Invesco Careers :