Sr Analyst

Key Responsibilities / Duties:

• Investigate faults relating to applications and their configuration, identify and implement scalable solutions.
• Respond promptly and effectively to calls concerning all technology used within Invesco.
• Demonstrate and deliver service delivery excellence to all business partners.
• Assist the Infra CX Manager with problem management, investigations and metrics reporting. Identify trends and problem areas within the business to improve the level of service the group delivers.
• Complete software/hardware installs, upgrades, ad hoc project activity, moves and roll outs as.
• Maintain a knowledge base for supported apps, including reference manuals, installation guides, and best practices.
• Maintain ITAM inventories, workplace personas, Share Points, and the Technology knowledge centre up to date and current.
• Call management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when appropriate. Provides ticket hygiene oversight to junior team members.
• Metrics reporting, proactive monitoring, and root cause analysis.
• Works closely with business stakeholders, technical teams, and vendors to ensure clear communication and alignment throughout the project lifecycle.
• Oversee AV operations, and support BP meetings and videoconferences, including support for our senior leadership events.
• Work closely with the Business Support Analysts to ensure all business-critical issues are escalated promptly, that service level agreements and escalation procedures are met within agreed deadlines and future escalations are prevented. Field outages and drive all issues to completion.
• Assist with the training, and development of junior team members, acting as a technical escalation point offering guidance, coaching, and support.
• Assists with the implementation of new systems and technologies including user training, documentation, and post-implementation support.
• Works with external vendors to evaluate, select, and manage technology solutions.

Work Experience / Knowledge:

• Knowledge of project management methodologies (PMP, Prince2)
• 7+ years' experience in a technology analyst role or equivalent technical role, preferably in a related industry
• Office 365, Mac, Windows, LAN/WAN networking, Cloud technologies (Azure, AWS), Mobility, and Market Data
• Experience with data analysis and visualization tools
• Familiarity with IT Service Management (ITSM) frameworks (ITIL)

Skills / Other Personal Attributes Required:

• LAN/WAN Networking and Telephony experience.
• A/V technology and videoconferencing experience.
• Leadership and coaching skills.
• Subject Matter Expert in various desktop support related disciplines.
• Proven track record of success coupled with proven knowledge of industry best practice for desktop support and service delivery.
• Knowledge of ITIL Foundation.
• Demonstrate commitment and ability to provide exceptional service to internal business partners, at all levels.
• Excellent communication and interpersonal skills.
• Self motivated, enthusiastic, approachable and people orientated.
• Must have ability to diagnose and solve problems while maintaining professionalism and courtesy.
  Formal Education:
• College degree or equivalent experience