IS Analyst – L1 Support

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Job Description

Our Client:

Finastra unlocks the potential of people and businesses by creating a dynamic platform for open innovation in the world of financial services.

Formed in 2017 by the combination of two global Fintech leaders, D+H and Misys, we build and deploy innovative, mission-critical technology on our open Fusion software architecture and cloud ecosystem. Our approach stimulates co-operation and co-creation to transform financial institutions – delivering better experiences for customers.


  • Should have a minimum of 2-3 Years IT experience in the IT support related areas
  • Must have advanced knowledge of all Windows OS (Windows 7, Windows 10) and MS Office suite (Office 2010, Office 2016, Office 365)
  • Good knowledge of Windows AD infrastructure
  • Good knowledge of hardware troubleshooting (Dell laptops and desktops preferred)
  • Good Knowledge of antivirus usage and malware removal
  • Good knowledge of mobile devices administration and configuration (iPhone)
  • Good diagnosis and problem analysis (process oriented) skills
  • Good understanding of a Ticket Management System
  • Knowledge of: Windows Server OS, MS Exchange, Virtualization (Citrix, VMWare)
  • Basic scripting knowledge (Windows batch, PowerShell, etc.)
  • Understanding of IP Networks, VPN technology (PPT, Cisco AnyConnect, VPN, etc.)
  • Understanding of Video Conferencing
  • Advanced English speaking and writing skills
  • Good diagnosis and problem analysis (process oriented) skills
  • Good communication skills with the ability to deal with users at all levels in an organization
  • Manage time and effort effectively, be self-motivated and goal-oriented
  • Nice to have ITIL Foundation knowledge


  • Use, maintain and own all aspects surrounding Service Management (Incident management, change management or problem management) through the Ticket Management System used within the organization
  • Offer first level remote support in areas such as Desktop Services (Windows 7/10, MAC OS, Windows Server OS, Microsoft Applications), Messaging (Office 365, Active directory user accounts and groups, data backup, Skype for Business, WebEx, etc.), Networking (Cisco IP Phone, VPN client related requests, etc), Servers (File Share, Remote Access, etc) and other applications as used with the business
  • Assist the team with relevant support documentation to assist IS colleagues in the quick resolution of incidents and service requests
  • Work closely with all IS teams to help improve their investigation skills and resolve issues reported by the end-users in a timely manner
  • Collaborate with multiple internal IT groups and stakeholders for various global projects across the organization
  • Communicate clearly and concise in both written and spoken English
  • Have the availability to work in shifts, provide Out of Hours and On Call IS Service support to provide around the sun support to users in the organization
  • Help the team and team manager to meet the deadlines and service expectations set by the company