Service Desk Apprentice

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

Job summary

Coforge in London is seeking a Service Desk Apprentice to join the IT Support team. The role provides first‑line technical assistance to end users and handles incidents in line with SLAs.

You will troubleshoot Windows, Office, VPN, and basic network issues, log and track tickets, and escalate complex problems. The position supports onboarding/offboarding and IT admin tasks, with shift work as needed.

Qualifications

• Minimum 6 months of IT support or service desk experience.
• Basic knowledge of Windows OS and MS Office.
• Familiarity with Active Directory and account provisioning.
• Understanding of VPN, Wi‑Fi, and LAN networking.
• Experience with ticketing systems (ServiceNow, Jira, Freshservice, Zendesk).
• Strong troubleshooting and communication skills.
• Able to work in fast-paced, customer-focused environment.
• Willingness to work in shifts.

Responsibilities

• Serve as first point of contact for IT incidents and service requests.
• Log, track, prioritize, and resolve tickets per SLAs.
• Provide first-line support for hardware, software, and basic network issues.
• Escalate complex issues to Level 2/3 as needed.
• Document incidents and resolutions in the ticketing system.
• Assist with user onboarding and IT admin tasks.
• Follow ITIL-based incident, request, and problem management.
• Contribute to knowledge base and service improvement.

Skills

Windows OS

Microsoft Office

Active Directory

Networking basics

VPN access

Ticketing tools

Troubleshooting

Communication skills

Customer focus

Shift-friendly

Tools

ServiceNow

Jira

Freshservice

Zendesk

Job description

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.