IT Service Desk Apprentice – Entry-Level Support

Coforge; Greater London; On-site; GBP 18,000 - 24,000; Full time

Job summary

Coforge is looking for a Service Desk Apprentice in London, UK. The role covers first-line IT support, incident logging, and end-user assistance across Windows, Office, VPN, and basic networking.

You will work in a fast-paced, customer-focused IT team with SLAs and ITIL-aligned processes. Ideal candidates have at least 6 months of IT support experience, familiarity with AD, ticketing tools, and strong communication.

Qualifications

• Minimum 6 months of experience in IT Support or Service Desk.
• Basic understanding of Windows OS and Microsoft Office.
• Familiarity with Active Directory and user account management.
• Understanding of networking basics including VPN and LAN.
• Experience with ticketing tools (ServiceNow, Jira, Freshservice, Zendesk).
• Strong troubleshooting and problem solving, plus good communication skills.
• Willingness to work in shifts if required.

Responsibilities

• Act as the first point of contact for IT incidents and service requests via phone, email, chat or ticketing.
• Log, track, prioritize, and resolve incidents within defined SLAs.
• Provide first-line support for hardware, software, and basic network issues.
• Troubleshoot Windows and Office problems, Outlook, printers, VPN, and access issues.
• Escalate complex issues to Level 2/3 support as needed.
• Follow ITIL-based incident, request and problem management processes.
• Maintain documentation of incidents, resolutions, and updates.
• Deliver professional, timely user communication and support onboarding/offboarding tasks.

Skills

Windows OS

Microsoft Office

Active Directory

Networking basics

Ticketing tools

Customer service

Communication

Tools

ServiceNow

Jira

Freshservice

Zendesk

Job description

Coforge is looking for a Service Desk Apprentice in London, UK. The role covers first-line IT support, incident logging, and end-user assistance across Windows, Office, VPN, and basic networking.

You will work in a fast-paced, customer-focused IT team with SLAs and ITIL-aligned processes. Ideal candidates have at least 6 months of IT support experience, familiarity with AD, ticketing tools, and strong communication.