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 adecuado 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.

📌 Information technology support coordinator (España)
🏢 Tata Consultancy Services
📍 España