Senior IS Analyst – L1 and L2 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 5+ Years IT experience in the IT support related areas
  • Advanced knowledge of all Windows OS (Windows 7, Windows 10) and MS Office suite (Office 2010, Office 2016, O365)
  • Advanced knowledge of hardware troubleshooting (Dell laptops and desktops preferred)
  • Good knowledge of Windows AD infrastructure
  • Good Knowledge of antivirus usage and malware removal
  • Good knowledge of mobile device administration and configuration (iPhone, Android mobile phones)
  • Good diagnosis and problem analysis (process oriented) skills
  • Good scripting knowledge (Windows batch, PowerShell, etc.)
  • Knowledge of: Windows Server OS, MS Exchange, Virtualization (Citrix, VMWare)
  • Knowledge of an IT management product (e.g. Altiris, Microsoft System Center, etc.) is a plus
  • Understanding of patch management, application and OS remote deployment, asset management, etc
  • Understanding of IP Networks, VPN technology (PPT, Cisco AnyConnect, VPN, etc.)
  • Understanding of Video Conferencing
  • Understanding of a Ticket Management System
  • Understanding of MAC OSX
  • Willing to gain VoIP front-end knowledge
  • 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 others applications as used with the business
  • Provide second level Desktop Support and initial troubleshooting for non-desktop related IT requests in the region and other remote locations globally. Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications. Provide support and diagnostics using our enterprise ticketing system
  • Create, maintain and publish relevant support documentation to assist IS colleagues in the quick resolution of incidents and service requests
  • Maintaining and organizing stock room. Keeping a track on various hardware in storage and keeping the environment tidy
  • Install and configure operating system software, third-party system tools, database systems, applications and other software products supported by the IT Desktop team
  • Perform software upgrades and new software installation both pro-actively and in response to requests from users of systems
  • 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
  • Maintain appropriate documentation and inventory for local IT environments, including an Asset Register and local IT operating procedures
  • Communicate clearly and concise in both written and spoken English
  • Have the availability to provide Out of Hours and On Call IS Service support as required by the organization
  • Help the team and team manager to meet the deadlines and service expectations set by the company