IT Service Coordinator: ITIL-Powered Support & SLAs

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

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.