Adv. Analyst I, Infra CX
Company Name:-
Invesco
Job Location:-
Administrative Building, Andhra Pradesh
Job Summary:-
Job Description
Job Title:Adv.
Eng.
1 Infra CXJob Code:Department:Customer ExperienceFLSA:Division:Technology – Infrastructure ServicesGrade:Supervisor:Team Leader Infra CXIncentive:Supervises:N/ARevised:April 2021Summary Description: To resolve, promptly and effectively, whilst demonstrating technical efficiency all support calls relating to desktop software/hardware, installation and maintenance while demonstrating and delivering excellent customer service throughout.
Additionally, maintain all relevant procedures and documentation, proactively identify recurring patterns and resolve, wherever possible by implementing long-term corrective action.
Primary Duties/Responsibilities:
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 clients at all times.
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 user base.
Assist when instructed to deliver our BR obligations.
When requested provide intelligent hands-on support for all areas of the Infrastructure Services Group.
Work clos
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