IT Support Analyst

About the Role 

We are looking for a proactive and customer-focused IT Support Analyst to join our Dhaka Bangladesh team. This role combines business application support (primary) and end-user IT support (secondary) ensuring smooth daily operations for our global teams. 

You will be responsible for assisting users with business systems troubleshooting IT issues and acting as a key bridge between end-users product teams and IT. 

Key Responsibilities 

1. Business Application Support (Core Focus) 

        Provide guidance to internal users on system workflows logic and business processes 

        Support users in navigating and using company business applications effectively 

        Validate document and escalate system bugs to Product/Development teams 

        Monitor and track application issues ensuring proper follow-up and resolution 

        Contribute to improving user experience by identifying recurring issues and proposing solutions 

2. IT Helpdesk & End-User Support 

        Provide L1/L2 support for hardware software and network-related issues 

        Troubleshoot and resolve user issues on laptops peripherals and office equipment

        Assist remote users with technical support across multiple locations

        Support Windows OS environment and Office 365 usage

        Resolve network connectivity and system access issues

3. Operations & Monitoring 

        Monitor systems and services to ensure availability and performance across regions

        Manage and resolve tickets according to SLA and priority

        Perform routine system checks updates and maintenance

4. Collaboration & Documentation 

        Work closely with global IT teams and product teams to resolve complex issues

        Document troubleshooting steps solutions and knowledge base articles

        Provide user training and guidance to improve IT and system adoption

5. Productivity & AI Enablement 

        Use AI-powered tools (e.g. copilots chat assistants automation tools) to improve efficiency in ticket handling troubleshooting and documentation 

        Demonstrate curiosity and willingness to learn and adopt emerging AI technologies 

        Identify opportunities to leverage AI to streamline repetitive tasks and enhance user support experience 

Qualifications :

Business Application Support Skills 

        Ability to understand and explain business workflows and system logic clearly

        Experience supporting internal tools platforms or enterprise applications 

        Strong analytical mindset to troubleshoot functional/system issues 

AI & Productivity Mindset 

        Basic familiarity with AI tools (e.g. ChatGPT Copilot or similar assistants) 

        Enthusiasm for using AI to improve daily work efficiency and support quality 

        Willingness to continuously learn and experiment with new tools and technologies 

Soft Skills 

        Strong communication skills to interact with global stakeholders

        Customer-oriented mindset with strong problem-solving abilities 

        Ability to manage multiple tasks in a fast-paced environment

        Detail-oriented and process-driven approach 

Technical Skills 

        Solid experience in Windows OS hardware and network troubleshooting

        Working knowledge of Microsoft 365 / Office 365

        Familiarity with printers scanners and endpoint troubleshooting

Experience 

        Around 3 years of relevant experience.

        Previous experience in IT Helpdesk / Service Desk / IT Support role

        Experience in business application support is a strong advantage
 

Certifications (Preferred) 

        CompTIA A Microsoft certifications or equivalent

Education:

        Bachelors or masters degree in Computer science (CSC) Information Technology or a related technical field. 

Profile Were Looking For 

        Comfortable supporting global users (EMEA/APAC/US) across time zones 

        Strong in ticket handling escalation and communication 

        Able to balance 80% application support and 20% IT technical support

        Proactive self-learning and adaptable to new technologies (including AI tools) 

Remote Work :

No

Employment Type :

Full-time