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Job Description
Job Tittle: Service Desk Apprentice
\nLocation : London, UK
\nJob Type: Full-Time
\nExperience Required: 6 Months+ Experience
\n \nWe at Coforge are looking for Service Desk Apprentice in London, UK.
\n \nJob Summary
\nWe 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).
\nKey Responsibilities
\n- \n
- Act as the first point of contact for IT-related incidents and service requests via phone, email, chat, or ticketing systems. \n
- Log, track, prioritize, and resolve incidents and service requests within defined SLAs. \n
- Provide first-line support for hardware, software, desktop, and basic network-related issues. \n
- Troubleshoot and resolve issues related to: \n
- Windows operating systems \n
- Microsoft Office applications \n
- Outlook and email clients \n
- Printers and peripheral devices \n
- VPN connectivity \n
- User account and access-related issues \n
- Escalate complex technical issues to Level 2 or Level 3 support teams as required. \n
- Follow ITIL-based Incident, Request, and Problem Management processes. \n
- Maintain accurate documentation of incidents, root causes, resolutions, and ticket updates. \n
- Deliver a high level of customer service through professional and timely communication. \n
- Contribute to knowledge base creation and continuous service improvement initiatives. \n
- Support user onboarding, offboarding, and routine IT administrative activities. \n
- Ensure compliance with company IT policies, security standards, and procedures. \n
Required Skills & Qualifications
\n- \n
- Minimum 6 months of experience in IT Support, Service Desk, Help Desk, or Technical Support. \n
- Basic understanding of Windows operating systems and Microsoft Office Suite. \n
- Familiarity with Active Directory, user account management, and access provisioning. \n
- Understanding of networking fundamentals, including VPN, Wi-Fi, and LAN connectivity. \n
- Experience working with ticketing tools such as ServiceNow, Jira, Freshservice, Zendesk, or similar platforms. \n
- Strong troubleshooting and problem-solving skills. \n
- Excellent verbal and written communication skills. \n
- Ability to work effectively in a fast-paced, customer-focused environment. \n
- Willingness to work in shifts, if required. \n
Preferred Qualifications
\n- \n
- ITIL Foundation Certification or basic knowledge of ITIL processes. \n
- Experience supporting remote users and hybrid work environments. \n
- Exposure to Microsoft 365 administration and cloud-based services. \n
Vacancy posted 8 hours ago
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