Reporting and Analytics Support Associate

Procept Associates Professional Services Limited

Nairobi
Permanent
Full-time

24 days ago
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Company DescriptionProcept Associates Professional Services Limited (Procept Africa) is a franchisee of Procept Associates Ltd, Canada. We specialize in consulting, training and software solutions, through a network of associates and partners, using best practice frameworks in Canada, Nigeria, South Africa, Zambia, Ghana, Rwanda, Kenya and now Uganda.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 servicesQualifications

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.

Procept Associates Professional Services Limited