Junior IT Support Technician – Service Delivery & Infrastructure Exposure
(On-Site End User Support | Global IT Environment)
Contract Length: 12 months
Rate: $21,000 USD per annum
Location: Dhaka, Bangladesh (on-site)
Working Pattern: Full-time, Monday to Friday
Start Date: ASAP / To be agreed
ROLE OVERVIEW
We are seeking a Junior IT Service Delivery & Operations Coordinator to support local IT service delivery activities within a structured, global IT organisation.
This role is not a hands-on technical support position. Instead, it focuses on service delivery coordination, IT operations support, stakeholder management, and ITIL-aligned processes, while providing exposure to enterprise IT infrastructure and project environments.
The successful candidate will act as a local coordination and service support point, working closely with regional and central IT teams to ensure consistent service delivery, accurate reporting, and a positive user experience.
This role is ideal for an early-career professional (FE2 level) looking to develop a career in IT service delivery, IT operations, or technology project coordination.
KEY RESPONSIBILITIES
IT Service Delivery & Operations Support
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Support local IT service delivery activities in line with ITIL-based incident, request, and change processes.
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Ensure incidents and service requests are logged accurately to support KPI and SLA reporting.
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Assist service delivery leads by identifying recurring issues, service risks, and improvement opportunities.
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Follow defined escalation paths to ensure service continuity and user satisfaction.
Stakeholder & Vendor Coordination
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Act as a professional on-site point of contact for local users, vendors, and visiting IT teams.
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Coordinate with central IT, infrastructure teams, and third-party suppliers to support service outcomes.
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Provide clear updates to stakeholders on issue status and service activities.
IT Infrastructure Exposure (Coordination / Support)
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Act as on-site “hands and eyes” for regional and central infrastructure teams.
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Support basic checks, access coordination, and issue identification under instruction.
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Assist visiting engineers and vendors during on-site activities.
Project & Change Support
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Support local coordination of IT projects, technology rollouts, and changes.
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Assist with scheduling, user communications, readiness checks, and rollout activities.
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Track assigned actions, dependencies, and outcomes as directed by project or service delivery leads.
Documentation, Reporting & Compliance
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Maintain accurate documentation of service activities, actions taken, and outcomes.
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Support service reporting activities related to KPIs, SLAs, and operational metrics.
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Follow established IT procedures, security policies, and governance frameworks.
Team & Professional Development
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Demonstrate early leadership behaviours through reliability, communication, and ownership.
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Support team leads by sharing insights from day-to-day service delivery activities.
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Build foundational experience across service delivery, IT operations, and enterprise IT environments.
REQUIRED SKILLS & EXPERIENCE
Essential
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1–3 years’ experience in:
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IT service delivery support
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IT operations coordination
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Service desk / IT support within a structured environment
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Exposure to ITIL-based processes (incident, request, change).
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Experience working with ticketing systems and service workflows.
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Strong communication and stakeholder engagement skills.
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Comfortable working on-site in Dhaka.
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Organised, process-driven, and detail-oriented.
Desirable (Not Essential)
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Experience supporting IT projects or rollout activities.
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Exposure to KPI and SLA reporting.
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Basic understanding of enterprise IT infrastructure concepts (non-technical).
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Interest in progressing into IT service delivery, operations, or project roles.
WHAT THIS ROLE OFFERS
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Competitive local salary for a junior IT service delivery role.
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Hands-on exposure to a global enterprise IT environment.
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Structured experience across:
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IT Service Delivery Management
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IT Operations & Governance
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ITIL Frameworks & Processes
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KPI & SLA-driven service models
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Project & change coordination
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Stakeholder engagement
CAREER PROGRESSION
This role provides a strong foundation for progression into:
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IT Service Delivery Analyst
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IT Operations or Technology Coordinator
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Service Desk / Workplace Technology roles
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Junior IT Project or PMO support positions
SUMMARY
This position is designed for early-career professionals who want to move beyond traditional IT support and gain exposure to enterprise service delivery, operations, and governance, while working in a visible, on-site role within a global IT organisation.