Senior Analyst, Infrastructure - Customer Experience

As one of the world’s leading independent global investment firms, Invesco is dedicated to rethinking possibilities for our clients. 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, intelligent colleagues, and exposure across a global footprint, come explore your potential at Invesco.

Job Description

• We have an outstanding benefits package which includes:

• Company-provided healthcare
• A competitive annual leave allowance
• Flexible working options, including hybrid working arrangements
• Generous pension provisions
• Income protection
• Health and wellness benefits
• Volunteering days
• Enhanced parental leave
• Life insurance

Your Role:

The Senior Analyst provides expert level technology and customer support while playing a key role in aligning business needs with effective technical solutions. In addition to resolving complex and high impact support issues, they drive continuous improvement, contribute to service and process enhancements, and support the delivery of technology solutions through project based work. This role is suited to individuals with extensive technical and analytical experience, offering opportunities to influence support practices, mentor and guide junior team members and collaborate with stakeholders across technology and the business to enhance the overall Business Partner technology experience.

What you will be doing:

• Ticket management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when required. Apply established support processes to ensure consistency and quality. Support junior team members with ticket guidance when needed. Proactively monitor for trends or recurring issues and driving resolution through Problem Management or Major Incident process when applicable.
• Lead and oversee troubleshooting best practices by identifying, resolving and preventing complex technical issues. Whilst also ensuring seamless service delivery.
• Analyse trends and recurring problem areas across multiple sites or a regional scope, driving service improvements that enhance consistency and customer experience. Maintain a consistently high standard of customer support while proactively identifying opportunities to enhance the support experience. Collaborate closely with Business Partners to review NPS feedback, analyse trends, and implement service improvements based on customer feedback.
• Coordinate meeting room support operations, help manage escalations and ensure high level service. Partner with business teams to plan and support high profile events, ensuring AV readiness and contingency planning.
• Coordinate and complete software/hardware installs, device upgrades, ad hoc initiatives, desk moves and equipment roll outs.
• Lead initiatives that align with day-to-day support, deliver against business requirements, set service standards and partner with peers to help drive continuous improvement. Promote adherence to policies and best practices across the team. Act as a point of reference for policy related queries. Contribute on refining practices based on operational feedback.
• Provide coaching and leadership to Analysts/Advanced Analysts, driving technical and customer service excellence and helping to build a culture of continuous improvement.
• Help Lead and drive SME initiatives. Proactively lead on any testing or required documentation whilst ensuring all key information is shared promptly with your support peers. Mentor other SME’s to help grow them within their roles whilst also looking to develop yourself through guided learning or hands on experience.
• Take a lead role in key projects and delivering against deadlines. Ensure minimal disruption to the business and a high-quality end result. Review lessons learnt and improvement opportunities.
• Strengthen relationships across the business by acting as a conduit between support and other teams. Support Business Partners through clear communication, ownership of complex issues and a focus on service quality. Help to drive a positive team culture. Play a key role in promoting technology across the business by supporting and co-leading initiatives like TechPulse. Engage with Business Partners to understand their needs and demonstrate how existing tools can support their day to day. Solicit feedback and share to drive future TechPulse initiatives for the business.
• Oversee asset management practices across the team, ensuring data integrity. Lead on periodic audits, process opportunities and vendor hardware receipting.
• Own efforts to strengthen documentation and knowledge practices. Ensure content is accurate and aligned with support requirements. Promote a knowledge sharing culture, continuous improvement and for teams to embed documentation into daily processes where possible.

What you will bring:

• Extensive experience in a customer facing ‘desktop’ support role. Preferably gained within the financial services sector and/or highly pressurised environment.
• Proven track record in senior technical roles with ownership and accountability.
• Significant contribution in major projects.
• Experience of mentoring/coaching junior profiles.
• Windows Operating Systems
• Office 365
• Apple Devices (iPhone/iPads)
• ServiceNow
• AV technology (Microsoft Teams Rooms)
• Bomgar
• SCCM
• Network Fundamentals (LAN/WAN)
• Subject Matter Expert in various desktop support related disciplines.
• Proven knowledge of industry best practice for desktop support and service delivery.
• Proven Leadership and coaching abilities with a desire to support colleagues to work to the same high standard.
• Analytical thinker with a passion to innovate and looks to make continual improvements.
• Relevant Microsoft Certifications or equivalent experience.
• ITIL 4 Foundation certified.
• Demonstrate commitment and ability to provide exceptional service to internal business partners, at all levels.
• Self-motivated, enthusiastic, approachable and people orientated.
• Must have ability to diagnose and solve problems while maintaining professionalism and courtesy.
• Advantageous to have: PowerShell, Intune, MacOS, JAMF.

Disability Confident Scheme:

Applicants who opt in to the Disability Confident Scheme and meet the ‘minimum criteria’ for the role will be offered an interview. We are committed to providing an inclusive recruitment process for all candidates who make an application. By opting-in to this scheme, applicants will be disclosing that they have a disability solely for the purpose of the Disability Confident Scheme. The Disability Confident Scheme only guarantees an interview – it does not automatically mean that applicants interviewed will gain employment with Invesco at that time. To apply through the Disability Confident Scheme, you’ll need to firstly ensure you have applied for the role via our external careers page. Following this, you’ll need to email us at EMEA-TalentAcquisition@invesco.com confirming your wish to opt-in, alongside your contact details and the title of the role you wish to apply for.

Full Time / Part Time: Full time

Worker Type: Employee

Job Exempt (Yes / No): No

Workplace Model: Pursuant to Invesco’s Workplace Policy, employees are expected to comply with the firm’s most current workplace model, which as of October 1, 2025, includes spending at least four full days each week working in an Invesco office. This reflects our belief that spending time together in the office helps us build stronger relationships, collaborate more easily, and support each other’s growth and development.

If this sounds like you, we’d love to hear from you! We want all of our candidates to shine during the application.