Digital Concierge
Contract Details
- Contract Length: 12 months
- Rate: $21,000 USD Per annum
- Location: Dhaka, Bangladesh
- Working Pattern: Full-time, Monday to Friday
- Start Date: ASAP / To be agreed
12-Month Contract | BG Market Locations
Overview
We are looking for a Digital Concierge to provide hands-on, on-site support within BG-led markets and act as the local point of contact for global Technology Foundation services. This role is ideal for someone who enjoys working closely with end users, improving service adoption, and bridging the gap between global IT teams and local business needs.
You will be the “eyes and ears on the ground”, ensuring global technology processes are followed, services are used effectively, and users receive a consistent, high-quality experience.
Key Responsibilities
On-Site & User Support
- Provide on-site support for Tech Foundation services, including printing, meeting rooms, and end-user hardware.
- Act as the local contact for third-party engineers, including escorting and coordinating access where required.
- Support central Tech Foundation teams by helping to triage and identify known local issues, following guidance provided for recovery (e.g. networks and servers).
- Assist with global hardware refresh programmes and device rollouts.
- Support town halls and events by helping third parties set up environments and network connectivity.
- Provide laptop support and guide users to ensure global SLAs are met.
Guidance & Signposting
- Guide users to the correct global Tech Foundation processes and policies, including:
- Mobile device requests
- Laptops and iPads
- Use of UNA to access knowledge articles
- Use of additional support services such as the Integrated Help Desk (IHD) and vBSC
Driving Value & Standardisation
- Promote adoption of global Tech Foundation processes and discourage unnecessary local workarounds.
- Identify local contracts or services that duplicate central offerings and support efforts to transition to global solutions.
- Help drive consistency, efficiency, and harmonisation across BG-led markets.
Issue Management & Escalation
- Advise users on how to raise incidents and requests via the Integrated Help Desk and appropriate escalation routes.
- Act as a local escalation point when global support teams are not meeting agreed SLAs, ensuring issues are followed through to resolution.
Customer Experience
- Monitor user satisfaction with Tech Foundation services and tools.
- Provide feedback to service owners and highlight opportunities for improvement.
- Deliver a positive, consistent, and user-focused technology experience.
Skills & Experience
Required:
- Strong understanding of Tech Foundation or end-user technology services.
- Experience working with global and virtual teams.
- Excellent customer service, communication, and interpersonal skills.
- Ability to work independently and manage priorities in a fast-paced environment.
Desirable Skills:
- IT Service Management experience (e.g. ITIL environments).
- Stakeholder management and influencing skills.
- Problem-solving and change management experience.
- Strong user-experience mindset.