Information Technology Support Coordinator

Role: IT Support Coordinator

Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying.

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. xlxgzvr
• Ability to participate effectively in multilingual environments.