At a Glance
- Tasks: Provide first-level IT support and troubleshoot technical issues for users.
- Company: Join Coforge, a dynamic IT support team in London.
- Benefits: Gain hands-on experience with a competitive salary and professional growth.
- Other info: 12-month fixed-term contract with opportunities for further training.
- Why this job: Kickstart your career in IT and make a real difference in user satisfaction.
- Qualifications: Basic knowledge of Windows OS and MS Office; customer-focused attitude.
The predicted salary is between 20000 - 25000 € per year.
We are seeking a motivated and customer-focused Service Desk Analyst (Fresher) to join our IT support team. The successful candidate will provide first-level technical support to end users, troubleshoot IT issues, and ensure timely resolution or escalation in line with agreed SLAs.
Key Responsibilities:
- Act as the first point of contact for IT-related queries via phone, email, or ticketing tools
- Log, track, and resolve incidents and service requests accurately
- Provide support for basic hardware, software, desktop, and network issues
- Troubleshoot issues related to Windows OS, MS Office, email, printers, and VPN
- Escalate complex issues to L2/L3 support teams as per process
- Follow ITIL processes and ensure SLA compliance
- Maintain proper documentation and update ticket status regularly
- Deliver excellent customer service and ensure user satisfaction
Required Skills:
- Basic knowledge of computers, operating systems (Windows), and MS Office
- Understanding of IT fundamentals (hardware, software, networking basics)
- Good verbal and written communication skills
- Strong problem-solving and analytical skills
- Willingness to work in shifts (if required)
- Customer-oriented attitude
Educational Qualifications:
- Bachelor’s degree in Computer Science, IT, or related discipline
- Relevant IT certifications (ITIL Foundation, CompTIA A+) will be an added advantage
Preferred Skills (Good to Have):
- Awareness of ITIL concepts
- Basic knowledge of Active Directory and password resets
- Exposure to ticketing tools (ServiceNow, Remedy, JIRA – training acceptable)
Service Desk Apprentice in London employer: Coforge
Coforge is an exceptional employer that prioritises employee development and a supportive work culture, making it an ideal place for aspiring IT professionals. Located in the vibrant city of London, our Service Desk Apprentice role offers a unique opportunity to gain hands-on experience in a dynamic environment while receiving comprehensive training and mentorship. With a strong focus on customer service and teamwork, we empower our employees to grow their skills and advance their careers in the ever-evolving tech landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Apprentice in London
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of Windows OS and MS Office, as these are key for the Service Desk Apprentice role. We recommend doing some hands-on practice or even taking a quick online course to boost your confidence.
✨Tip Number 2
Practice your communication skills! As a Service Desk Analyst, you'll be the first point of contact for users. Try role-playing scenarios with friends or family to get comfortable explaining technical issues in simple terms.
✨Tip Number 3
Familiarise yourself with ticketing tools like ServiceNow or JIRA. Even if you haven't used them before, knowing how they work can give you an edge. We suggest checking out some tutorials online to get a feel for it.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Don’t hesitate – get your application in!
We think you need these skills to ace Service Desk Apprentice in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your skills in operating systems and MS Office. We want to see how your experience, even if it's just from school projects or personal use, relates to the role of a Service Desk Apprentice.
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Tell us why you're passionate about IT support and how you can contribute to our team. Keep it friendly and professional, and don’t forget to mention any relevant coursework or projects.
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled tech issues before. Whether it was fixing a friend's computer or troubleshooting software at school, we love to see your analytical side in action!
Apply Through Our Website:We encourage you to apply directly through our website. It’s super easy and ensures your application gets to the right place. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Coforge
✨Know Your Tech Basics
Brush up on your knowledge of Windows operating systems and MS Office. Be ready to discuss how you've used these tools in the past, even if it's just from personal experience or coursework. This shows you're not only familiar with the software but also eager to apply your skills.
✨Show Off Your Customer Service Skills
Since this role is all about helping users, think of examples where you've provided excellent customer service. Whether it’s a part-time job or a group project, be prepared to share how you handled queries and resolved issues effectively.
✨Familiarise Yourself with ITIL Concepts
Even if you haven't worked directly with ITIL processes, understanding the basics can give you an edge. Research what ITIL is and how it applies to service desk roles. Mentioning this knowledge during your interview will demonstrate your commitment to following best practices.
✨Practice Problem-Solving Scenarios
Prepare for potential problem-solving questions by thinking through common IT issues you might face in the role. Practice explaining how you would troubleshoot a basic hardware or software problem. This will help you articulate your thought process clearly during the interview.
