Principle Analyst, Infra CX (IT Help Desk) Principle Analyst, Infra CX (IT Help Desk) …

Invesco
à Hong Kong
CDI, Plein-temps
Dernière candidature, 20 oct. 20
55000
Invesco
à Hong Kong
CDI, Plein-temps
Dernière candidature, 20 oct. 20
55000
Invesco is one of the world’s leading global investment managers, entrusted with managing over $1.1 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 April 30,2020)
  • Investigate faults relating to applications and their configuration, identify and implement appropriate solutions.
  • Respond promptly and effectively to calls concerning any query or issue regarding software and hardware used within Invesco that Infra CX has responsibility for.
  • Demonstrate and deliver excellent service to all business partners at all times.
  • Assist the Infra CX Manager with problem management, investigation and analysis of statistics and reports, looking for trends and problem areas within the business to improve the level of service the group delivers. 
  • Complete software/hardware installs, upgrades, adhoc project activity, moves and roll outs as and when requested, to the satisfaction of all parties involved. This includes patching and first-line telephony responsibilities.
  • Maintain a central library for the applications that the Infra CX group has responsibility for, including reference manuals, installation guides, etc. This includes keeping our hardware inventories, application profiles, procedure databases 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.
  • Analysis of calls, this includes proactively monitoring and investigating statistics, looking for trends and patterns to identify recurring problems to enable root cause analysis.
  • Liaise regularly with Technology management, all Technology support areas, the Service Desk and business partners in pursuit of best working practice for our team and business partner base.
  • Assist when instructed to deliver our BR obligations.
  • When requested provide intelligent hands-on support for all areas of the Infrastructure Services Group.
  • When advised, act as the lead coordinator for all infrastructure related project activity.
  • 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.
  • Assist with the training, development and on site coordination of Business Recovery program and any new Technology offer to the business. This includes ensuring that all documentation and procedural repositories are up to date.
  • Act as a technical escalation point for the more junior members of the team, offering guidance, coaching and support.
  • Successfully deputize in the absence of the Infra CX Team Leader.
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