Service Desk Apprentice

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.