IT Support Analyst

Job Description

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:

·        Bachelor’s or master’s degree in Computer science (CSC), Information Technology or a related technical field. 

Profile We’re 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)