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