Invesco – Analyst

Job Description

Manage and resolve tier 1 Service Desk e-mail, phone, chat and in-person requests using phone, chat, in- person assistance and remote support technologies.

Troubleshoot, escalate and facilitate resolution of tier 2-3 Service Desk issues with assistance from CX Analysts, Network Engineers, Telecommunications Analysts, Systems Analysts etc.

Monitoring

Monitors and administers ServiceNow Tickets in queue

Performs operational task and monitors automated procedures to ensure successful performance of the IT Service Systems which includes the automated scheduling solution.

Monitors computer hardware, software and environmental factors impacting the performance of the systems. Reports problems and escalate issues to proper support teams according to defined procedures.

General knowledge of industry standards monitoring tools.

Formal Education: A Bachelor’s Degree in Information Technology Systems is preferred.

License/Registration/Certification: Knowledge of ITIL v4 is preferred.

WORK: A minimum of three years of operational experience in an IT environment is required.

Experience working in IT Service Desk/Helpdesk with calling experience is preferred.

Skills:

· Interpersonal skills necessary to effectively interact and communicate with a variety of individuals at all technical levels are required

· Must possess a solid understanding of systems operation and be able to use computer terminals and peripheral equipment

· Must have exceptional ability in diagnosing and solving systems problems while maintaining professionalism and courtesy

· Must have the ability to establish priorities, meet deadlines and concentrates on detailed information in a fast-paced, demanding work environment

· The ability to cooperate in a team environment is critical

· Having experience working on LAN admin/ServiceNow/Active Directory is a plus