Information Technology Support Coordinator

Tata Consultancy Services; Brussel Hoofdstad; Sur place; EUR 45 000 - 60 000; Plein temps

Résumé du poste

Tata Consultancy Services is seeking an IT Support Coordinator to oversee 1st to 3rd line support and drive service management best practices. You will coordinate incident resolution, maintain knowledge resources, and liaise between business users and technical teams.

The role requires ITIL 4 Foundation certification, a relevant IT degree, and experience in structured support environments. Strong communication and analytical skills are essential for success in a multicultural setting.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• ITIL 4 Foundation Certification (mandatory) or equivalent service management certification.
• Proven experience in structured support organizations and managing support processes.

Responsabilités

• Coordinate Level 1, 2, and 3 support activities to resolve incidents and service requests.
• Manage ticket triage, escalations, major incidents, and service restoration activities.
• Monitor support queues and ensure SLA compliance.
• Provide guidance to users regarding information systems and ICT services.
• Develop and maintain knowledge bases, user guides, and documentation.

Connaissances

L1/L2 support

Ticket triage

Escalation processes

ITIL v4

ServiceNow

SharePoint

Confluence

Microsoft Teams

TeamViewer

RDP

Security awareness

Communication

Analytical

Problem solving

Organizational

Multitasking

Proactive

Formation

Bachelor's degree in Information Technology / Computer Science / Information Systems or related field

ITIL 4 Foundation Certification

Outils

ServiceNow

Microsoft Teams

SharePoint

Confluence

TeamViewer

Remote Desktop

Description du poste

About the Role

We are seeking a proactive and customer-focused IT Support Coordinator to manage and optimize IT support services, ensuring efficient resolution of user issues and high levels of customer satisfaction. The ideal candidate will coordinate multi-level support teams, drive service management best practices, maintain knowledge resources, and act as a key liaison between business users and technical teams.

Key Responsibilities

IT Support & Service Coordination

• Coordinate and oversee Level 1, Level 2, and Level 3 support activities to ensure timely resolution of incidents and service requests.
• Manage ticket triage, escalations, major incidents, and service restoration activities.
• Monitor support queues and ensure compliance with agreed Service Level Agreements (SLAs).
• Provide guidance and assistance to users regarding information systems and ICT services.

IT Service Management (ITSM)

• Perform IT Service Management activities following ITIL best practices.
• Manage incidents, service requests, problems, and support escalations.
• Track root cause analysis activities and ensure timely issue resolution.
• Produce and maintain incident reports, service reviews, and operational performance metrics.

Knowledge & Documentation Management

• Develop, organize, and maintain knowledge bases, user guides, FAQs, and support documentation.
• Coordinate knowledge-sharing platforms such as SharePoint, Confluence, Microsoft Teams, and intranet portals.
• Ensure content remains accurate, accessible, and up to date.

Reporting & Service Quality Monitoring

• Monitor and report on key service metrics, including:
• Mean Time to Resolution (MTTR)
• SLA Compliance
• Support Trends and Service Performance
• Create service dashboards and management reports to provide visibility into support effectiveness and opportunities for improvement.
• Design and deliver user training sessions, e-learning content, and awareness materials.
• Conduct onboarding and refresher training programs for end users.
• Gather user feedback and identify opportunities to enhance services and user experience.

Stakeholder & Team Collaboration

• Act as the primary liaison between users, support teams, and development teams.
• Escalate complex issues to technical specialists with detailed documentation and reproduction steps.
• Participate in meetings, workshops, and service improvement initiatives involving business and IT stakeholders.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• ITIL 4 Foundation Certification (mandatory) or equivalent service management certification.
• Proven experience working within structured support organizations and managing support processes.

Technical Skills

• Strong understanding of L1/L2 support operations, ticket triage, and escalation processes.
• Experience with ITIL v4 service management practices:
• Change Management
• Hands-on experience with ITSM platforms such as:
• ServiceNow
• Experience with collaboration and knowledge management tools:
• Microsoft Teams
• SharePoint
• Confluence
• Familiarity with remote support tools:
• TeamViewer
• Remote Desktop (RDP)
• Understanding of security awareness practices, including:
• Phishing Prevention

Soft Skills

• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Results-oriented mindset with a focus on service excellence.
• Ability to present status updates, risks, and recommendations to diverse stakeholders.
• Strong organizational and multitasking skills.
• Ability to work independently and collaboratively in multicultural and international environments.
• Rapid self-starting capability with a proactive approach.
• Commitment to high-quality standards and continuous improvement.

Language Requirements

• Excellent written and verbal communication skills in English.
• Knowledge of French or Dutch is considered a strong asset.
• Ability to participate effectively in multilingual environments.