Help Desk Agent Cover Letter

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

Previously, I was responsible for iT support for operating systems, productivity software, and a variety of other applications used internally.

Please consider my experience and qualifications for this position:

• Strong problem-solving skills, adept at tackling a wide variety of issues (someone who enjoys the challenge of problem-solving will enjoy the NAEP experience)
• Basic working knowledge and experience with Windows 7 computers and browser-based web applications
• PC Skilled ( MS Office)
• Previous hardware/software troubleshooting experience helpful
• Previous help desk/call center or phone support experience helpful
• Strong problem-solving skills, adept at tackling a wide variety of issues
• Role sits in our Louisville, KY office
• Experience in a IT Call Center environment is preferred

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

In the previous role, I was responsible for complex technical support to business partners including workstation software, operating systems (Windows 7), procedures, etc.

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

• Set the standard for professionalism and Signature Service
• Monitor and coach representatives on customer calls, emails, web chat, and faxes to ensure quality service
• Train agents and facilitate meetings as needed
• Handle escalated participant interactions to provide best possible service
• Provide assistance to team manger on maintaining service levels, staffing rotations and productivity observation
• Provide Communication & Program training as needed
• Participate in calibration monitoring sessions with Management
• Classroom and one on one training

I submit this application to express my sincere interest in the help desk agent position.

In the previous role, I was responsible for first Level technical support to users experiencing operational and systems malfunctions, both hardware and software related.

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:

• Prior experience troubleshooting hardware, software and networking issues
• Strong PC skills and can provide relevent examples of PC troublehsooting
• Prefer experience with computerised reservation systems (CDR) Worldspan or Galileo
• Fares and Automated ticketing skills highly preferred
• Preferred Technical certifications such as Security+, Net+, A+, MCP, MCSE, CCNA
• Minimum 6 months of experience with computer hardware/software support
• Flexibility in work hours for shift work
• Able to support large software and hardware deployments

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

Previously, I was responsible for technical and procedural advice, assistance, support and incident/request resolution to the full compliment of client systems, hardware and software.

Please consider my experience and qualifications for this position:

• Experience troubleshooting and supporting the following technologies in a professional environment - Email, Microsoft O365, VPN (preferably Cisco AnyConnect), Active Directory, Basic Network / Internet Connectivity (basic command lines, check for IP)
• Knowledge of troubleshooting Mobile Devices (iOS, Andriod & BlackBerry)
• Participates in Service/Quality Initiative
• Uses the Basic Principles in work environment
• Experience with both desktop and server operating systems
• Extensive knowledge of diagnostic tools and techniques
• Broadband connectivity
• Mentor and coach Customer Support Associates

I submit this application to express my sincere interest in the help desk agent position.

In my previous role, I was responsible for support for local and remote users with Outlook, standard Windows desktop applications and operating systems, a variety of commercial (COTS) packages, intranet and internet browser, Android, and iOS devices, and Deltek applications.

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:

• Proactive customer service, coaching and listening skills
• Maintain confidentiality and objectivity
• Proficient in the use of desktop applications (Excel, Word, Outlook, Access )
• Strong technical and/or leadership aptitude
• Requires sufficient knowledge of IT operations, responsibilities, work flow process and procedures to resolve most inquiries independently
• Respond to requests for help, via the phone and web
• Opens, tracks, and closes trouble tickets
• Follow the NIH IT Service Desk Standard Operating Procedure (SOP)