Service Desk Analyst

Tata Consultancy Services; Brussel Hoofdstad; On-site; EUR 32,000 - 42,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk Analyst in Belgium to provide first-line IT support for business applications and end-user services.

The role focuses on incident management, request fulfillment, knowledge management, and delivering excellent customer service in a multicultural, international environment. Strong English and French or Dutch language skills are required.

Qualifications

• Proven experience in end-user support and IT service desk operations.
• Strong knowledge of ITIL 4 practices including incident management and knowledge management.
• Experience with ServiceNow or other ITSM ticketing platforms.

Responsibilities

• Provide first-level IT support to users and manage incidents and requests.
• Log, categorize, prioritize, and escalate issues with clear documentation.
• Support remote and on-site users across multiple channels (email, chat, phone).
• Maintain knowledge bases and contribute to knowledge sharing.

Skills

ITIL 4

Incident management

End-user support

English & French/Dutch

Multicultural teamwork

Tools

ServiceNow

ITSM tools

Job description

About the Role

We are seeking a motivated Service Desk Analyst to provide first-line IT support and ensure the smooth operation of business applications, systems, and end-user services. The ideal candidate will be responsible for incident management, request fulfillment, user support, ticket triage, and knowledge management while delivering excellent customer service within a multicultural and international environment.

Key Responsibilities

• Provide first-level support and guidance to users regarding information systems, applications, and ICT tools.
• Track, troubleshoot, and resolve incidents and service requests through ITSM ticketing systems while meeting agreed Service Level Agreements (SLAs).
• Log, categorize, prioritize, and escal incidents, requests, and software defects to the appropriate support teams.
• Manage ticket intake across multiple channels including self-service portals, email, phone, and chat.
• Ensure complete ticket documentation, including impact assessment, urgency classification, work notes, and resolution details.
• Deliver high-quality remote support and basic troubleshooting for hardware, software, and operating system issues.
• Maintain and contribute to knowledge bases, known error databases, and support documentation.
• Participate in knowledge-sharing activities and transfer expertise to colleagues and support teams.
• Monitor and review service desk performance metrics and contribute to continuous service improvement initiatives.
• Support problem management activities by identifying recurring issues and providing trend analysis.Maintain ticket hygiene and support first-call resolution (FCR) objectives.
• Contribute to knowledge article creation and updates based on ticket trends and resolution outcomes.
• Prepare shift handover documentation and support peak-time staffing activities to ensure uninterrupted service delivery.
• Participate effectively in multilingual and multicultural team environments.

Required Skills & Experience

• Proven experience in end-user support and IT service desk operations.
• Strong understanding of ITIL 4 practices, including:
• Knowledge Management
• Experience with IT Service Management (ITSM) tools such as:
• ServiceNow
• Other ticketing platforms
• Familiarity with remote support tools and troubleshooting methodologies.
• Good knowledge of operating systems and office productivity tools, particularly Microsoft Office.
• Experience working with knowledge repositories, wikis, collaborative platforms, and social networking tools.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively in an international environment.
• Rapid learning capability with a proactive and customer-focused mindset.
• Ability to participate in multilingual meetings.
• Language: Fluent in English & one of French or Dutch.

Preferred Qualifications

• ITIL 4 Foundation Certification.
• Experience supporting enterprise environments.
• Exposure to service performance reporting and KPI monitoring.