Service Desk Analyst
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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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