IT Support Analyst

Company Description

At QIMA, we’re on a mission to help our clients make products consumers can trust.

Working with over 30,000 global brands, retailers, manufacturers and food growers, we are on the ground wherever products are made. We help businesses secure every step of their supply chain with quality inspections, supplier audits, certifications, and lab testing, all powered by our intelligent digital platform.

Our team of 5,000 QIMers (and counting) across 40 offices and laboratories, are united in our shared passion for innovation and integrity, and guided by our QIMA values in the decisions we make every day. We believe in the work we do, and in making a positive difference in the world. Does this sound like something you’d like to be a part of?

Our Consumer Goods Division is dedicated to helping brands, retailers and manufacturers worldwide deliver safe, quality and ethically made products to their consumers. Every day at work, our inspectors, auditors, and lab techs use their expertise to help safeguard the products you use every day in your home: from clothes and footwear to toys and baby products, to electronics, appliances, and furniture.

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) 

Additional Information