Technical Support Analyst (Fintech) at Procept Associates Professional Services Limited (Procept Africa)

• 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.

Job Description

• 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.