About YouReporting to the Reporting to Head of ITS & Cybersecurity, you will offer minimum of 3 years relevant experience with an excellent customer service skills and able to interact effectively with all levels of the business with varying levels of IT knowledge.
Familiarity with supporting Microsoft Online Applications – Microsoft 365, Teams Online, SharePoint Online, Microsoft Office Suite, etc. Demonstrated fault diagnosis, troubleshooting and problem-solving skills. Experience with ITSM tool is highly regarded. Excellent written and verbal communication skills.
Strong interpersonal / client engagement skills.
Demonstrate a keen interest in IT systems and technology, including IT hardware and software and Microsoft services (Office365).
Strong attention to detail and accuracy when accomplishing a task, including excellent follow through and follow up skills.
The ability to prioritise workload, multi-task, manage time and schedule tasks whilst remaining resilient to changing priorities.
Demonstrated aptitude for continuous learning and personal development.
The ability to foster teamwork and promote a positive and inclusive workplace experience, in office and online.
Tertiary qualification in an associated business discipline (Information Technology, Computer Science etc.) is required.
Understanding of ITIL aligned service desk principles is highly regarded.
Accreditations and Certifications in related disciplines are highly regarded, including Microsoft 365 Fundamentals, ITIL 4 Foundations, Microsoft Operating Systems Certification (Microsoft Windows 10, etc)
Demonstrated high level of personal and professional integrity including completing a satisfactory AFP-equivalent Police Check certificate both pre-employment and then annually per year of employment.
Attitude and behavior align with BGG’s core values
Are you looking to map a better future? Esri Bangladesh, a prominent player in the field of geographic information systems (GIS), has been a driving force in revolutionizing spatial data analysis and management in the country. We are the exclusive local distributor of Esri’s world-leading GIS software and a key member of the world’s largest group of ArcGIS specialists outside of the United States – the Boustead geospatial group. The group collectively provides software sales, professional services, capacity building and training, project development, and implementation to organizations across Australia, Bangladesh, Brunei, Indonesia, Malaysia, and Singapore.Our mission is to be recognized as a nation-building technology partner. As we continue to evolve our business, we are keen to do things smarter and faster.We are seeking professional, customer-oriented Service Desk Analysts who are collaborative team players. Ideal candidates thrive on identifying and implementing innovative strategies that address complex business challenges and deliver real-world value and measurable impact.Your key responsibilities will include:
Act as the Geospatial Groups’ IT Services single point of contact for all users, ensuring ownership is taken for all requests.
Ensure all user queries are logged, validated, triaged, prioritized, and assigned to an Analyst for completion.
Troubleshoot and complete assigned incidents and service requests following agreed procedures and priority allocated.
Ensure users remain informed about the status of requests by providing regular updates.
Identify and escalate complex incidents to a senior or local IT Services staff member and assist with managing user updates and completing escalated incidents.
Update or enhance standard operating procedures (SOPs) that are out-of-date or require more detail, to ensure a high standard for documentation is maintained.
Ensure service provided to users is highly responsive, and all communications include an appropriate level of detail.
Manage asset inventories to ensure service requests can be fulfilled on time. This includes ensuring laptops are configured and updated, ready for deployment.
Work with vendors to procure hardware and services by requesting quotes and raising purchase requisitions for approval.
Assist systems administrators with changes to services, including user accounts and permissions, following documented procedures.
Ensure that new user onboarding is a seamless experience by provisioning all necessary accounts and equipment before the start date.
Optimise Service Desk operations by developing and maintaining self-service options for service request fulfilment, including Knowledge Base articles and service request forms.
Assist the Security Specialist with identifying and reporting services or processes that do not adhere to security policies and guidelines.
Maintain service level agreements defined for the Service Desk to ensure best practice operation.
Support ISMS auditing activities based on the maintenance calendar, ensuring their completion by their due date.
Why Esri Bangladesh?We have a team of talented professionals who are passionate about making a difference. Be part of us and you will have the opportunity to contribute to our mission and be part of a dynamic and forward-thinking team that is shaping the future of our industry. Our tailored onboarding program will set you up for success from day one. You will also have access to continuous learning and development.
Other Facilities
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Weekly 2 holidays, Performance bonus
বেতন পর্যালোচনা: বার্ষিক
উৎসব ভাতা: ১টি ( বার্ষিক )
We also offer:Competitive salary and performance-based bonuses.Health, dental, and vision insurance.Flexible work hours and the possibility of remote work. Professional development opportunities and ongoing training.A collaborative and inclusive work environment. Opportunities to work on exciting and meaningful geo-based projects.
Apply Instruction
Interested candidates meeting the requirements should apply online- https://www.livehire.com/job/esribangladesh/METH8
