Service Desk Apprentice
Coforge · Norwood, England ·
Job Tittle: Service Desk Apprentice Location: London, UK Job Type: Full-Time Experience Required: 6 Months+ Experience We at Coforge are looking for Service Desk Apprentice in London, UK. Job Summary We are seeking a motivated, customer-focused, and proactive Service Desk Analyst / IT Support Executive (L1 Support) to join our IT Support team.
The successful candidate will be responsible for providing first-level technical support to end users, troubleshooting IT-related issues, and ensuring timely resolution or escalation in line with agreed Service Level Agreements (SLAs).
Key Responsibilities Act as the first point of contact for IT-related incidents and service requests via phone, email, chat, or ticketing systems. Log, track, prioritize, and resolve incidents and service requests within defined SLAs.
Provide first-line support for hardware, software, desktop, and basic network-related issues. Troubleshoot and resolve issues related to: Windows operating systems Microsoft Office applications Outlook and email clients Printers and peripheral devices VPN connectivity User account and access-related issues Escalate complex technical issues to Level 2 or Level 3 support teams as required.
Follow ITIL-based Incident, Request, and Problem Management processes. Maintain accurate documentation of incidents, root causes, resolutions, and ticket updates. Deliver a high level of customer service through professional and timely communication.
Contribute to knowledge base creation and continuous service improvement initiatives. Support user onboarding, offboarding, and routine IT administrative activities. Ensure compliance with company IT policies, security standards, and procedures.
Required Skills & Qualifications Minimum 6 months of experience in IT Support, Service Desk, Help Desk, or Technical Support. Basic understanding of Windows operating systems and Microsoft Office Suite. Familiarity with Active Directory, user account management, and access provisioning.
Understanding of networking fundamentals, including VPN, Wi-Fi, and LAN connectivity. Experience working with ticketing tools such as ServiceNow, Jira, Freshservice, Zendesk, or similar platforms. Strong troubleshooting and problem-solving skills.
Excellent verbal and written communication skills. Ability to work effectively in a fast-paced, customer-focused environment. Willingness to work in shifts, if required. Preferred Qualifications ITIL Foundation Certification or basic knowledge of ITIL processes.
Experience supporting remote users and hybrid work environments. Exposure to Microsoft 365 administration and cloud-based services.