Job Description

Title: IT Helpdesk & Customer Service

Company Name: Renowned European Company

Vacancy: 2

Age: 24 to 36 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 3 to 7 years
• The applicants should have experience in the following business area(s): Telecommunication, Manufacturing (FMCG), Software Company, IT Enabled Service, BPO/ Data Entry Firm, Computer Hardware/Network Companies, Multinational Companies, Group of Companies, Call Center, Technical Infrastructure

• Bachelor/Honors
• Masters

• 3 to 7 years
• The applicants should have experience in the following business area(s): Telecommunication, Manufacturing (FMCG), Software Company, IT Enabled Service, BPO/ Data Entry Firm, Computer Hardware/Network Companies, Multinational Companies, Group of Companies, Call Center, Technical Infrastructure

• Age 24 to 36 years

Mandatory Requirements:

• English fluency

• German, Italian, or French fluency

• 1–2 years of IT Helpdesk or Customer Service experience

• Excellent communication skills

• Strong customer-centric mindset

Preferred Requirements:

• Experience with Microsoft Windows and Office

• Call center or service desk experience

• Retail IT support experience

• Ticketing system experience

• Basic hardware and networking troubleshooting knowledge

Job Context

We are looking for a proactive and customer-focused IT Helpdesk & Customer Service Agent to provide first-level technical support for our retail stores, office employees, and customers. The role involves troubleshooting IT issues, handling customer inquiries, managing support tickets, and collaborating with internal teams to ensure timely issue resolution while maintaining excellent customer satisfaction.

Job Responsibilities

• Provide first-level IT support to retail stores and office employees.

• Deliver customer support via phone, email, ticketing system, remote desktop, and messaging platforms.

• Diagnose and resolve first-level technical issues related to:

  • Windows PCs

  • Tablets

  • Smartphones

  • POS/Cash Register Systems

  • Printers

  • EFT Devices

  • Internet Radio

  • People Counter Cameras

  • Peripheral Devices

• Log, categorize, update, monitor, and escalate support tickets when necessary.

• Troubleshoot software and hardware issues while ensuring SLA compliance.

• Coordinate with internal IT teams and external vendors to resolve incidents.

• Support customer service operations and respond professionally across all communication channels.

• Maintain accurate documentation of incidents and resolutions.

• Contribute to knowledge base articles and process documentation.

• Perform application and system testing when required.

• Suggest process improvements to enhance service efficiency.

• Support retail stores during inventory and IT rollout activities.

• Ensure excellent customer experience by delivering timely and effective solutions.

Additional Requirements

Language Skills (Mandatory)

• Fluent English

• Plus at least one of the following:

  • German

  • Italian

  • French

Technical Skills

• Windows Operating System

• Microsoft Office

• Remote Desktop Support

• IT Ticketing Systems

• Basic Networking

• Hardware Troubleshooting

• Printer Support

• POS Systems

• Mobile Device Support

Soft Skills

• Excellent verbal and written communication

• Strong customer service orientation

• Analytical and problem-solving ability

• Ability to communicate technical instructions clearly

• Positive attitude and willingness to learn

• Team player

• Reliable and responsible

• Self-motivated

• Process improvement mindset

• Ability to work under pressure

• Mobile bill,Weekly 2 holidays,Insurance,Gratuity
• Salary Review: Yearly
• Lunch Facilities: Full Subsidize
• Festival Bonus: 2