Service Desk Analyst (1 Year Contract)

Service Desk Analyst (1 Year Contract)
Employment type: Full-time
INVESCO CANADA LTD
City: Charlottetown
Last visit: 2014-05-01
Author's ads: 1

Posted: 2014-05-01

Description:

With a history of three decades supporting Canadians, Invesco operates in Canada

under the Trimark, Invesco and PowerShares product brands. Invesco Ltd. is a leading

independent global investment manager, dedicated to helping investors worldwide

achieve their financial objectives. By delivering the combined power of our distinctive

investment management capabilities, Invesco provides a wide range of investment

strategies and vehicles to our retail, institutional and high-net-worth clients

around the world. Operating in more than 20 countries, the company is listed on

the New York Stock Exchange under the symbol IVZ. Additional information is available

at www.invesco.com

Invesco Ltd. is a leading independent global investment management firm, dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, Invesco provides a wide range of investment strategies and vehicles to our clients around the world. Operating in more than 20 countries, the firm is listed on the New York Stock Exchange under the symbol IVZ.

Job Purpose (Job Summary):

Under general supervision, demonstrates technical expertise in providing first-line support to desktop clients. In addition, responsible for the maintenance of the problem management database and 1st level support for IT Services for all technical problems globally.

Key Responsibilities / Duties: Uses superior customer service, troubleshooting and questioning skills to diagnose and resolve client problems in a courteous, timely manner.

Monitors outstanding issues by preparing and distributing the "open call" report. Provides suggestions on the resolution of open issues and keeps the client informed of progress.

Makes a judgment as to the tier of client support needed and refers issue to the appropriate area for immediate resolution. Follows up with client and IT Services contact to ensure the problem has been resolved.

Keeps other IT Services staff members informed of systems issues through the internal IT Services escalation system. Ensures that all information is accurate and current.

Logs all client calls, IT services calls and tracks trends in support issues. Prepares reports demonstrating call and problem activity and trends to be used by management in decision making.

Notifies clients of IDs and passwords for all systems.

Keeps abreast of current developments and trends in information technology through networking, continuing education and industry/technology publications.

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

Participates in moving and installing IT Services equipment and software.

Participate in troubleshooting efforts with support personnel on factors impacting production systems.

Work Experience / Knowledge: We are seeking individuals with a minimum of 2+ years experience supporting clients in a LAN/WAN environment.

Windows Operating Systems and Microsoft Office product support knowledge is required.

Customer support experience within a dedicated call center environment is required.

Candidates must also demonstrate evidence of accomplishing high levels of customer service and possess a Bachelor's degree.

Skills / Other Personal Attributes Required: Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals at all technical levels are required.

Must possess a solid understanding of PC hardware and software, including, proficiency in Microsoft Applications, and Microsoft Operating Systems: Windows NT/2000/XP.

Must have exceptional ability in diagnosing and solving information systems problems while maintaining patience, professionalism and courtesy.

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

The ability to cooperate in a team environment is critical.

Knowledge of network monitoring tools.

Formal Education: (minimum requirement to perform job duties) Bachelor's Degree in Computer Information Systems or Computer Science is preferred

Working Conditions:

This position required the ability to sit and use the telephone for 95% of the workday.

The ability to lift, carry or otherwise move objects of up to 10 pounds is also necessary.

Normally works a regular schedule of hours, however hours may vary depending upon the project or assignment.

Hours may include evenings and/or weekends and may include 24 hour a day on call support by pager and/or cell phone.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.

 

Invesco is committed to fair and accessible employment practices. If selected for an interview, we will work with you to ensure that your interview is accessible and accommodation is provided. Please contact us at accessibility@invesco.ca or 1.800.874.6275 to let us know if you require accommodation for an interview due to a disability.

Industry: Financial Services and Banking

Job Function: Technology and Digital Media

Website: http://www.invesco.com