Junior IT Service Desk

We’re an energized bunch, who love to be at the forefront of innovation. We make it our mission to develop and stay ahead of the latest trends and technology. Our goal? To put customers at the core of what we do and to deliver solutions that drive transformation and unlock the potential of people and businesses.

Who are we?

Misys is one of the world’s leading producers of financial services software, providing the broadest and deepest portfolio of products on the market. We are helping to transform the global financial services industry by making financial institutions more resilient, more efficient, and more competitive. Over the past two years Misys has delivered 51 product releases, launched five new products, won over 40 awards, acquired IND to tap into digital channels, CCS to expand our lending offering and closed overdeals while gaining over 60 new customers.



Misys solutions are used by some of the world's leading financial institutions!

- 48 of the world's 50 largest banks
- 16 of the top 25 syndicated loan book runners
- 12 of the top 20 asset managers
- More than 90 asset managers and hedge funds
Why work for Misys?

Misys believes in empowering its people by providing the necessary tools they need to achieve success. Whether it is developing a new product, writing new software, building relationships with clients, or recruiting the best talent, rest assured that with Misys, the future is yours to shape. Our expansive network allows us to provide opportunities for growth in and outside of our organization. Be a part of a team of people who value and challenge you. If employed at Misys, you will work with people who are leading the financial services industry in innovation.

Company Benefits:

- Full medical coverage, which employees are eligible from the first day of hire
- Life and disability insurance
- Partial dental coverage
- Optional Dependents coverage paid by employee
- Lunch vouchers
- Lifestyle benefits – special gym packages – World Class and 7 Card program
- 25 days vacation after 3rd year celebration in Misys
- Competitive employee referral program

Qualifications:

- Good Windows 7, Windows 10 and MS Office knowledge
- Good with using and troubleshooting MS Outlook (2010 and above) within a network environment (permissions, calendar sharing, delegation)
- Windows architecture knowledge (Including Basic User & Security Group Active Directory administration)
- Knowledge of Dell Desktop & Laptop hardware (optional)
- Knowledge of Mobile Communications.
- Good Antivirus usage and malware removal knowledge
- Basic Windows OS Server knowledge
- Understanding of Virtualization
- Understanding of Video Conferencing
- Understanding of VoIP setup and infrastructure
- Understanding of VPN technology (PPT, MS DUN, Cisco VPN, Juniper, etc)
- Past experience and understanding of a ticketing system (IT support management system)
- Nice to have knowledge of: Symantec antivirus and software management products, MS Exchange, Citrix, MS IIS, ITIL V2/3 Foundation, CCNA

Candidate Attributes:

- Communication skills: Be able to periodically and proficiently communicate using all type of technical communication tools available (phones, emails, messaging, etc) with all type of users and colleagues in the organization
- Experience: 6 – 24 months in a similar role
- Foreign languages: English – proficient; Any French, German knowledge is a plus

…What will you contribute?

The Junior IS Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.

The successful candidate will be a motivated individual with a desire to achieve exceptional results in the support area.
We are looking for someone with a 'can do' attitude, who enjoys being a contributing member of the Support team.

Responsibilities & Deliverables:

- Provide first level support as well as initial troubleshooting for all IS related requests while using the Service Desk tool available
- Receiving, logging and managing calls from internal staff via telephone and email
- Be able to speak kindly, and offer realistic expectations to all type of users in the organization.
- Use, maintain and own all aspects surrounding incident management, change management or problem management throughout using the Service Desk tool adopted in the organization
- Work closely with all IS support teams (2nd and 3rd level support teams) in order to improve their investigation and resolve user’s issues
- Escalate unresolved calls to the infrastructure support team
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Install and configure operating system software, third-party system tools, database systems, applications and other software products supported by the IS support teams
- Perform software upgrades and new software installation both pro-actively and in response to requests from users of systems
- Assist other IS functional teams, helping them understand the local site infrastructure and user requirements.
- Help implement appropriate data access and security measures as agreed and approved within IS, including access control, audit, backup/restore and system rebuild & recovery processes, in order to safeguard data integrity and maximize availability of the local site
- Enforce incident, change management and other compliance processes
- Maintain appropriate documentation and inventory for IS environments, including an Asset Register and IS operating procedures.
- Perform any general IS support role as directed by Regional Support manager or other IS line management.
- Act as a single point of contact for phone calls and emails from staff regarding IS issues and queries