Job Title: Technical Support Analyst
Hiring Organization: Procept
Africa
Location – Locality: Nairobi
Location – Region: Kenya
Industry: IT
Job Type: Full
Time
Salary: KES
Date Posted: 05/13/2024
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.
