Reporting and Analytics Support Associate at Procept Associates Professional Services Limited (Procept Africa)

• Procept is recruiting to fill the position of Reporting and Analytics Support Associate, who is ITIL Certified, has Excel, PowerPoint, communication & analytical skills, fintech technical background and Power PI / reporting. The idea must have knowledge of Agile, Fintech Awareness, and at least 3-5 years’ experience.
• The Reporting and Analytics Support Associate will provide essential support to our partners’ business operations, ensuring the smooth functioning of IT services and systems.

Job Description

• Offer technical support to end-users, addressing IT issues and incidents related to reporting tools, particularly Power PI.
• Collaborate with team members and escalate complex issues as needed.
• Utilize Power PI to create and analyze reports, providing insights into business performance and trends.
• Assist users in understanding and interpreting reports.
• Maintain accurate records of reported issues, resolutions, and troubleshooting steps related to reporting tools.
• Prepare and deliver reports on support activities and performance metrics.
• Communicate technical solutions and instructions clearly and effectively to users, both technical and non-technical.
• Collaborate with users and other support staff to ensure seamless communication and service delivery.
• Adhere to ITIL best practices and processes for incident management, problem management, and service request fulfillment.
• Contribute to continuous improvement initiatives related to reporting processes and procedures.
• Provide excellent customer service to clients, ensuring a positive experience throughout the support process.
• Proactively gather feedback from users to identify areas for improvement in reporting services

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• ITIL Certified with a strong understanding of ITIL principles and practices.
• Proficiency in Microsoft Excel and PowerPoint.
• Excellent communication and interpersonal skills.
• Analytical abilities and problem-solving skills.
• Awareness of Fintech industry trends and technologies.
• Knowledge in Agile methodologies is Compulsory.
• 3-5 years of experience in a similar technical support role, preferably in the Fintech sector.