Analyst, Infrastructure - Customer Experience

PowerToFly; England; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading global investment firm is seeking an Analyst, Infrastructure CX to provide essential technology and customer support. This role involves troubleshooting technical issues, managing ticketing, and maintaining support documentation. Ideal candidates have customer-facing support experience and strong communication skills, with training provided on specialized tools such as ServiceNow and AV technology. The position offers a collaborative environment and the chance to contribute to a dynamic team.

Benefits

Company-provided healthcare

A competitive annual leave allowance

Flexible working options

Generous pension provisions

Health and wellness benefits

Qualifications

• Experience in a customer-facing desktop support role.
• Knowledge of ITIL 4 Foundation is desirable.
• Comfortable working in a financial services setting.

Responsibilities

• Perform troubleshooting and resolve technical issues.
• Support meeting room technology for business partners.
• Contribute to maintaining support documentation and knowledge sharing.
• Manage tickets and ensure proper closure.

Skills

Customer service orientation

Problem-solving ability

Communication skills

Self-motivated

Adaptability

Tools

ServiceNow

AV technology (Microsoft Teams Rooms)

Windows Operating Systems

Office 365

Job description

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.

Benefits

• 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 Analyst, Infrastructure CX provides essential technology and customer support, helping to ensure a smooth and reliable experience for Business Partners. They assist with day‑to‑day technical issues, contribute to maintaining support documentation, and work closely with team members to learn best practices and develop their technical skills. This role is ideal for individuals starting their career in technology support, offering opportunities to build knowledge, gain hands‑on experience, and grow within a collaborative team environment.

Responsibilities

• Perform troubleshooting to resolve common technical issues and ensure continuity of service for all teams. Escalate to appropriate support teams when required.
• Support meeting room technology for Business Partners including routine checks, setups and resolving basic AV issues.
• Support small scale projects or initiatives, completing assigned tasks and meeting deadlines.
• Attend and participate in SME initiatives to learn about specific technologies. Contribute by sharing insights with peers alongside assisting with documentation or testing.
• Deliver a positive support experience by responding to all Business Partner enquiries promptly, professionally and with a focus on helpful resolution.
• Build positive working relationships and provide a high‑level service delivery to all business partners.
• Ticket management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and accurate work notes. Escalate unresolved or complex issues when required.
• Follow established technology policies and support best practices to ensure consistent and compliant service. Maintain awareness guidelines and escalate concerns when appropriate.
• Maintain and update Asset Management inventories, follow and promote technology processes and elevate discrepancies if they arise.
• Contribute to knowledge base articles and documentation for supported apps, installation guides and best practices.
• Support Business Partner technology knowledge sharing, documentation and training. Including participation in Tech Pulse events.

What you will bring

• Advantageous to have but will be trained: ServiceNow, AV technology (Microsoft Teams Rooms), Bomgar, SCCM, Network Fundamentals (LAN/WAN)
• Notable experience in a customer facing ‘desktop’ support role. Preferably gained within the financial services sector and/or highly pressurised environment.
• Windows Operating Systems.
• Office 365.
• Apple Devices (iPhone/iPads).
• Ability to provide a great service to internal business partners, at all levels.
• Great communication and interpersonal skills.
• Self‑motivated, enthusiastic, approachable and people‑orientated.
• Evidence of good organisational skills and builds effective working relationships.
• Must have ability to diagnose and solve problems while maintaining professionalism and courtesy.
• ITIL 4 Foundation knowledge (Desirable).

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‑[e-mail] confirming your wish to opt‑in, alongside your contact details and the title of the role you wish to apply for.

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.

Other Information

We promote a working environment that welcomes everyone and creates inclusive teams, celebrates difference and encourages everyone to be themselves at work.

Community & ESG Commitment

Our commitment to the community and environmental, social and governance investing:
We partner with charitable organisations globally to make an impact in the communities where we live and work. Our people are encouraged to support the charities they feel most passionate about. We are also committed to environmental, social and governance (ESG) investing. We serve our clients in this space as a trusted partner both on specific responsible investment product strategies as well as part of our commitment to deliver a superior investment experience.

Recruitment Agencies

Invesco has an in‑house recruitment team, which focuses on sourcing great candidates directly. Invesco will not accept unsolicited resumes from agency or search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired. When we do use agencies, we have a PSL in place, so please do not contact hiring managers directly.

Regulatory

This position may fall in‑scope of one or multiple regimes/directives.

If this sounds like you, we’d love to hear from you! We want all of our candidates to shine during the application and selection process, so if you need any adjustments to be made, please send an e‑mail to [e-mail]. Please include your name, the job you are interested in, and the type of adjustment you need (for example; breaks during your interview, remote interviews, additional time for assessments or other required adjustments).