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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