About the role
Job Title:
Service Desk Apprentice
Job Type:
Full-Time
Experience Required:
6 Months+ Experience
We at Coforge are looking for Service Desk Apprentice.
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.
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