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Tata Consultancy Services
Service Desk AnalystTata Consultancy Services • Brussels Region, Belgium, BE
Service Desk Analyst

Service Desk Analyst

Tata Consultancy Services • Brussels Region, Belgium, BE
18 uur geleden
Functieomschrijving

Role: Service Desk Analyst


📍 Location: Brussels, Belgium

🏢 Company: Tata Consultancy Services (TCS) Belgium

📅 Employment Type: Full-time


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 escalate 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:
  • Incident Management
  • Request Fulfillment
  • Knowledge Management
  • Problem Management
  • Experience with IT Service Management (ITSM) tools such as:
  • ServiceNow
  • Jira Service Management
  • 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.


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Service Desk Analyst • Brussels Region, Belgium, BE

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