Invesco is one of the world’s leading global investment managers, entrusted with managing $1.2 trillion* in assets on behalf of clients worldwide.
We are the 6th largest US retail asset manager and the 13th largest investment manager globally, and our more than 8,000 employees worldwide are dedicated to delivering an investment experience that helps people get more out of life.
We are purely focused on managing a comprehensive range of active, passive and alternative investment capabilities, which we draw on to provide customized solutions aligned to client needs, our most important benchmark. (*As of May 31,2019)
Job Purpose (Job Summary) :
To provide a courteous, highly-responsive and professional helpdesk support service to our partners in the business community.
Key Responsibilities / Duties :
Obtain required information by responding promptly and courteously to the verbal, written and electronic requests reported by clients seeking assistance, so that an accurate diagnosis can be made by support teams.
Independently log requests quickly and accurately, using incident management software, so that requests are assigned to the most appropriate personnel and can be process by them in a timely manner.
Provide solutions to the IT Services Desk support staff or to the client personally, ensuring that the request has been resolved to the client’s satisfaction, before closing the ticket.
Continuously monitor outstanding requests and follow up any that have not been processed within agreed service standards as defined by the department.
Log all verbal, written and electronic requests from clients for service using ITSM software provided to assist clients quickly, courteously and effectively in accordance with standard procedures,
ensuring they are processed within appropriate SLA timescales.
Contribute to ways of improving service and assist in the implementation of changes as necessary
Know or learn the IT processes of Incident Management, Change Management and Problem Management.
Be able to perform advanced level network administration tasks in conjunction with the LAN Administrators.
Perform minimal front end administration for ITSM software.
Keeps other IT Services staff members informed of systems issues through the internal IT Services pager system (MIR3).
Ensures that all information is accurate and current. Escalate issues to proper support teams when appropriate
Participate in troubleshooting efforts with support personnel on factors impacting production systems
Work Experience / Knowledge :
Demonstrated previous experience of customer service in any industry.
Specialist knowledge of problem management software and associated databases.
In-depth knowledge of the internal, call routing procedure
In-depth knowledge of internal IT processes.
Working knowledge of computer operating systems and generic software.
Knowledge of industry network and server monitoring tools.
Knowledge of enterprise job scheduling software.
Ability to know when to escalate issues to other colleagues.
Skills / Other Personal Attributes Required :
Good written and verbal communication skills to liaise with the business community.
Good interpersonal and team work related skills.
Analytical skills to be able to identify problems and present solutions.
Formal Education : (minimum requirement to perform job duties)
A Bachelor’s Degree in Computer Information Systems or Computer Science is preferred
Working Conditions :
Normal office environment with little exposure to noise, dust and temperatures.
The ability to lift, carry or otherwise move objects of up to 10 pounds is also necessary
Normally works a regular schedule of hours, however hours may vary depending upon the project or assignment
Working Hours will be pre-defined and will vary on a monthly. This include evenings, weekends to cover 24 / 7 support.
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.