Service Desk Manager Cover Letter

I would like to submit my application for the service desk manager opening. Please accept this letter and the attached resume.

Previously, I was responsible for high-quality information on the incident tickets to support ITIL best practice in Service Operations and Continuous Service Improvement.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Familiarity with Service Desk processes and best practices
• Familiarity with Workforce Management and Quality Review Programs
• General understanding of IT systems and business applications
• General understanding of ITIL Foundations
• Working knowledge of ITSM tools Service Now
• In-depth knowledge of ServiceNow to help drive new process improvements
• Business applications with experience report writing, creating user documentation and/ or specifications
• Adherence to IS/IT policies and processes to ensure consistent quality of service and industry compliance

I am excited to be applying for the position of service desk manager. Please accept this letter and the attached resume as my interest in this position.

In my previous role, I was responsible for support to all Users with queries relating to Distributed Computing Services and liaise with the Service Desk on the applicable service levels, the call management process, the incident and problem management process and the request fulfilment process (as applicable) maintaining the relevant asset register items and following the Information Technology Infrastructure Library (ITIL) framework.

Please consider my qualifications and experience:

• Fair understanding of banking regulatory framework
• Awareness of credit documentation & legal implications
• Nice Grounding in client interaction
• Knowledge of IT operational performance management metrics and continuous improvement strategies, including shift left
• Experience implementing Request, Incident and Problem policies, processes and procedures
• Provide operational service desk support including
• Receive all calls, chats and web enquiries on incident (including Request for Service)
• Conduct Incident recording (Includes Request for Service )

Please consider me for the service desk manager opportunity. I am including my resume that lists my qualifications and experience.

Previously, I was responsible for the Cigna ITSM interface into the ITIL Service disciplines delivered by IT Suppliers, covering Incident, Problem and Change Management.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Understanding of business priorities and their impact on IS/IT understanding the impact of IS/IT on the business
• Able to drive the ideal of IS/IT as a partner of the business with both IS/IT colleagues and business partners
• Proven track record of managing, transforming and building high performance service management operations and support teams preferred
• Experience in managing Information Technology Infrastructure Library (ITIL) processes preferred
• Proven track record in Customer Relationship management
• Coordinate Clients’ account management and daily monitoring tasks with due liaising with RM, Ops & Client
• Providing logistic support to Loan Services/ Business teams for arranging for credit documentation, execution and safekeeping of the same at branch
• Performing Operations pertaining to credit line implementation, drawdowns, prepayments, rollover, fee billing, accounts administration, covenant management and periodic client data submission management

I would like to submit my application for the service desk manager opening. Please accept this letter and the attached resume.

In my previous role, I was responsible for management and direction for the Service Desk team according to practices defined in ITIL.

Please consider my experience and qualifications for this position:

• Issuance of Bank statements, FD receipts, Tax & Interest certificates to customers
• Deposits processing and loan disbursals via prescribed workflow systems
• Facilitate clearance of exceptional transactions, limit management & discrepancies including account monitoring
• Manage Client enquiries, requests & grievances with due coordination with RMs, ITO and other stakeholders with due recording in prescribed systems
• Provide primary support to Client for electronic banking platform use including documentation
• Effective coordination of inactive and dormant clients
• Ensure timely & accurate response on audit requests and other Client confirmations
• Good knowledge of Corporate banking products transaction complexities and processes

In response to your job posting for service desk manager, I am including this letter and my resume for your review.

Previously, I was responsible for iTIL-compliant Service Management services to a dedicated SITA key customer within a team of Service Managers on site;.

Please consider my experience and qualifications for this position:

• Provide first line Incident and request fulfilment service
• Support communications activities – Notifications
• Provide Customer Management for the duration of their event
• Highlight to Incident Management any hotspots, trends or impending issues that could lead to a further reduction in incidents
• Use and provide ongoing validation of recorded Knowledge articles to further reduce the impact of incidents to the customer
• Identifying adequate KPI(s)
• Delivering adequate KPI(s) for Performance Reporting
• Regularly reviewing KPI definition and requirements