Service Desk Team Leader Cover Letter

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

In the previous role, I was responsible for level I end-user technical support for computer systems by supplying company associates with accurate solutions and support to ensure user productivity.

Please consider my qualifications and experience:

• Working knowledge of Active Directory, SCCM
• Qualification within the ITIL v3 Foundation Framework and best practices
• Experience in driving the right behaviour from service providers (including third parties)
• Experience in Service Management managing cross functional teams
• Positive can-do attitude with a mature and professional approach
• Proven, excellent written communication skills – to write professional emails, communicate a range of information to staff across all levels of seniority, create documentation and write up research and analyse data
• Enthusiasm for and genuine interest in IT and technical support
• Qualification in the field of Information Technology and / or previous equivalent work experience

I submit this application to express my sincere interest in the service desk team leader position.

In the previous role, I was responsible for second tier technical support for end user systems and products for internal associates of all organizational levels.

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:

• Daily review of primary KPI reporting, specifically review of MTTR, Status & Escalation completions, internal fix percentages and to complete root cause investigation when outside of objective
• Deputize for senior departmental management in their absence
• Undertake any other reasonable task as requested by departmental management
• Compliance to Equal opportunity requirements - Essential
• A proactive team player with the initiative to also take individual ownership of customer and staff issues
• Background within a Service Desk environment
• Solid understanding of ITIL Framework and best practices
• Good understanding of Microsoft tolls and systems

I submit this application to express my sincere interest in the service desk team leader position.

In the previous role, I was responsible for iS technical support to end users, with focus on the end-user computing environment (PC, Printing, desktop software, …).

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:

• Establish and manage inbound and outbound call strategies for voice and chat channels
• Perform continuous in-depth analysis on results and provide strategic solutions to improve performance
• Ensure compliance with FDCPA, ECOA and privacy requirements for customer contact
• Serves as point of escalation and initiates troubleshooting when the system is down, or having any kind of technical issue preventing the users from normal job function
• Demonstrable IT Infrastructure Domain knowledge of IT Infrastructure domain knowledge Windows 7/10
• Awareness of VOIP Telephony
• Build and develop adequate relationships with defined stakeholders (especially towards Corporate IT Infrastructure)
• Drive execution of transferred Global Service Desk activities ensuring their timeliness, efficiency, effectiveness and compliance

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

Previously, I was responsible for consistent, effective and value-adding service to employees, managers and HR for the full range of HR transactional and administrative support from the HR Shared Service Centre (HRSSC).

My experience is an excellent fit for the list of requirements in this job:

• Operational Support and Analysis ITIL Practitioner certificate preferred with ITIL Foundations CertificationTeam Leader
• Experience of supporting the following technologies
• Supervision of the team(s) to ensure compliance of performance management targets and customer satisfaction
• Ensure all incidents/inquiries are processed and resolved or sent to appropriate next level agency in a speedy and effective manner
• Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames
• To provide hands on support for critical incidents or if demand exceeds team resources available
• Working experience on WAN technologies ( for example Metro Ethernet, managed LAN, Cisco IPT, Leased line, ATM, Frame Relay, DSL, IPenema, FCC, flexible sensors)
• Knowledge of IT services under IaaS portfolio

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

In my previous role, I was responsible for technical support for the end user community in a Windows Active Directory environment.

My experience is an excellent fit for the list of requirements in this job:

• Able to address conflict with others constructively
• Manages different audience needs with a customer-focused orientation
• Applies concepts of project management & resource allocation
• Offers ideas and suggestions to support achievement of goals
• IT Infrastructure Library (ITIL) certification (minimally Foundation to intermediate preferred)
• Achieving best in class Customer Satisfaction
• Performance Management, coaching and mentoring Technical Agents
• Meeting Client SLAs