Information Technology Support Coordinator

Tata Consultancy Services; Brussel Hoofdstad; Sur place; EUR 42 000 - 56 000; Plein temps

Résumé du poste

Tata Consultancy Services (TCS) Belgium is seeking an IT Support Coordinator to manage IT support services across L1–L3, ensuring rapid incident resolution and high user satisfaction.

You will drive ITSM processes, maintain knowledge resources, and coordinate cross-functional teams while collaborating with business users and IT stakeholders in a multinational setting.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
• ITIL 4 Foundation certification (mandatory) or equivalent service management certification.
• Experience in IT support coordination, service desk operations, or ITSM environments.
• Proven experience in structured support organizations and managing support processes.

Responsabilités

• Coordinate Level 1, Level 2, and Level 3 support activities to ensure timely incident and service request resolution.
• Manage ticket triage, escalations, major incidents, and service restoration activities.
• Monitor support queues and ensure SLA compliance.
• Provide guidance to users on information systems and ICT services.

Connaissances

ITIL 4 Foundation

ITSM

L1/L2/L3 support

Knowledge management

Stakeholder management

Training delivery

Documentation

SharePoint/Confluence

ServiceNow/Jira Service Management

Multi-team coordination

Formation

Bachelor's degree in IT/CS or related field

Outils

ServiceNow

Jira Service Management

SharePoint

Confluence

Microsoft Teams

Description du poste

Role: IT Support Coordinator

? Location: Brussels, Belgium

? Company: Tata Consultancy Services (TCS) Belgium

? Employment Type: Full-time

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:
• First Contact Resolution (FCR)
• 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.

User Engagement & Training

• 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.
• Experience in IT support coordination, service desk operations, or IT service management environments.
• 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:
• Incident Management
• Request Fulfilment
• Problem Management
• Change Management
• Hands-on experience with ITSM platforms such as:
• ServiceNow
• Jira Service Management
• 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:
• Multi-Factor Authentication (MFA)
• Password Policies
• 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.