Technical Support Analyst

3 days ago

Nairobi, Nairobi Area, Kenya Procept Associates Professional Services Limited (Procept Africa) Full time
Procept Associates Professional Services Limited (Procept Africa) is a consulting, training, and software solutions firm.

We specialize in IT service management, project management, business analysis and business relationship management, risk management, information security & cybersecurity, business continuity management, IT governance, enterprise architecture and ISO standards.

Procept Africa is a franchisee of Procept Associates Ltd, Toronto, Ontario, Canada.
Summary

Procept is recruiting to fill the position of Technical Support Analyst, who is ITIL Certified, has Excel, PowerPoint, communication & analytical skills and fintech technical background.

The idea candidate must have knowledge of Agile, Fintech Awareness, and at least 2-3 years' experience.

The Technical Support Analyst will provide essential support to our partners' business operations, ensuring the smooth functioning of IT services and systems.

Responsibilities

Offer first-level technical support to end-users, addressing and resolving IT issues and incidents in a timely manner.
Collaborate with team members and escalate complex issues as necessary.
Maintain accurate records of reported issues, resolutions, and troubleshooting steps.
Prepare reports on support activities and performance metrics as required.
Clearly communicate technical solutions and instructions to non-technical users.
Work closely with users and other support staff to ensure effective communication and service delivery.
Adhere to ITIL best practices and processes for incident management, problem management, and service request fulfillment.
Contribute to ongoing improvements in support processes and procedures.
Provide exceptional customer service, striving to ensure a positive experience for end-users.
Proactively gather feedback from users to identify areas for improvement.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.
Certification in ITIL Foundation.
Proficiency in Microsoft Excel and PowerPoint for data analysis and presentation.
Excellent communication and interpersonal skills, with the ability to interact effectively with Fintech clients.
Analytical abilities and problem-solving skills.
Background in Fintech with awareness of industry trends and technologies.
Knowledge of Agile methodologies is Compulsory.
2-3 years of experience in a similar technical support role within the Fintech sector.

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