Desk Agent Cover Letter

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

Previously, I was responsible for exemplary customer handling skills to warm transfer the inquiry to the right area for support (L1.5 / T2) as defined.

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

• Experience within IT
• Excellent quality assurance skills
• Experience with Active Directory Users and Computers
• Experience in troubleshooting TCP/IP DNS, and Cisco VPN
• Preferred certification from A+, HIT-001,Security+, Microsoft Certifications such as MCT, or equivalent certification
• ITIL – ITSM lifecycle
• Understanding of endpoint operating systems, including Windows, Mac, and Linux
• Apple Certified Support Professional (ASCP) and/or CompTIA Linux+

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

Previously, I was responsible for direct training on day-to-day expectations, including customer service, resources, emergency procedures and desk operations;.

Please consider my experience and qualifications for this position:

• Is creative when upselling the hotel services
• Greets and welcomes all guests upon arrival following the ARRIVAL process
• Deal with hardware and application support queries and issues reported to the support desk
• Assign incidents or requests to the appropriate expert owner group
• Answer customer calls reporting service changes and outages
• Complete password/PIN resets
• Perform incident analysis to determine possible cause and potential fix
• Update tickets and continuously coordinate necessary work

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

Previously, I was responsible for immediate assistance and feedback to Team Members on operational procedures; ensuring understanding and compliance with policies and procedures.

Please consider my experience and qualifications for this position:

• Experience with Tier I phone support
• High proficiency with troubleshooting Windows, Mac, and Linux Operating Systems
• Basic Active Directory experience/knowledge
• Citrix XenApp Support and troubleshooting experience
• Active Directory support and password resets
• Experience creating OU's
• Provide information to staff and/or clients about special activities
• Observe and report any security issues to the Manager

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

In the previous role, I was responsible for feedback to management regarding customer comments as a basis to develop ideas for improved services, processes and procedures.

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

• Experience in the luxury segment
• Driven, determined and competitive
• Shows a willingness to learn
• Excellent probing and listening skills, to uncover the prospect’s "pain"
• Able to work off own initiative and hit the ground running
• Organised, methodical and able to simultaneously work on multiple tasks
• PC Literacy (i.e., Word, Excel, PowerPoint)
• Maintains a working knowledge of the property, special events on and near the property, in order to advise guests of the same whenever possible

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

In the previous role, I was responsible for support to Contact Division Representatives in regards to Customer Service policies and procedures.

Please consider my qualifications and experience:

• Document status updates and communicate to necessary parties
• Answering queries via telephone and email
• Support, Escalation/Liaison with 3rd party suppliers and 2nd line support
• User creation and administration
• Managing incidents through to resolution
• To assess and set the appropriate level of priority, allocating the call to the correct resolver group
• To monitor and escalate all calls logged according to agreed service levels
• To provide progress updates and explanations on call resolutions in a clear format that is easy for the user to understand, be that verbally, or in writing within the call management software