IT Support Specialist

To efficiently and effectively resolve all support calls related to advanced software and hardware, installation, and maintenance, while demonstrating superior technical expertise and delivering excellent customer service. Additionally, maintain all relevant procedures and documentation, proactively identify recurring patterns, and implement long-term corrective actions.
Primary Duties/Responsibilities:
Customer Experience and Support
• Serve as a dedicated resource in advanced technology customer experience, including Level 2 & 3 “White Glove” service, collaboration solutions (Microsoft Teams), service desk software, and inventory management (ServiceNow), as well as network and data center activities as needed.
• Respond promptly and effectively to calls regarding any software and hardware queries or issues within Invesco's responsibility, always delivering excellent service to all clients.
• Act as the primary support person for Audio Visual/Media systems throughout the site, including meeting rooms, conference spaces, and common areas, supporting events and meetings activities.
• Investigate faults related to desktop applications and configurations, identifying and implementing appropriate solutions.
• Complete software/hardware installations, upgrades, ad-hoc project activities, moves, and rollouts as requested, ensuring satisfaction for all parties involved. This includes patching and first-line telephony responsibilities.
Resource Management and System Improvement
• Maintain a central library for applications under the Infra CX group's responsibility, including reference manuals, installation guides, and more.
• Keep hardware inventories, application profiles, procedure databases, and the technology knowledge center up-to-date and current.
• Manage calls, including logging, taking ownership, updating, and closing calls correctly using appropriate categories and escalating when necessary.
• Analyze calls, proactively monitoring and investigating statistics to identify recurring problems for root cause analysis.
• Identify improvements within Technology infrastructure, leading and/or assisting with streamlining, simplifying, and improving system efficiencies through technology, lateral thinking, and creativity.
Mentorship and Collaboration
• Act as the lead coordinator for all desktop inquiries related to assigned project activities when advised.
• Collaborate across Tech Infrastructure teams, both Run and Build, to solve current state issues and plan for future states.
• Collaborate with other Technology teams to deliver world-class services from a Technology Infrastructure standpoint.
Other Responsibilities
• Continuously improve working practices to ensure team success as measured by efficient and effective metrics.
• Work closely with the site lead and team for scheduling and prioritizing tasks.
• Provide intelligent hands-on support for all areas of the Infrastructure Services Group when requested.