Application Letter for Casual Help Desk Technician - Level 1
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Added on  2023/03/30
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This is an application letter for the position of Casual Help Desk Technician - Level 1. The letter highlights the applicant's experience and skills in IT support and customer service.
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Task 1 Application Letter A N Other AddressTelephoneEmail Date [ ] The Manager ITHELP4U YOURTOWN 2300 Dear manager, REF:Application for the Position of Casual Help Desk Technician - Level 1 The above refers; I am really interested in the Casual Help Desk Technician - Level 1 position that you advertised on the media on June 3rd2019. My experience and training as well as a proven ability as a Junior Help Desk Technician puts me in good stead to contribute significantly and positively to the quality and productivity of your company in meeting customer needs In evaluating my attached resume, you will notice that I have valuable experience in most of the IT Support facets, including service desk quality, troubleshooting, maintenance of various hardware, customer communications and information sharing, mobile devices, software, desktop operations, and peripherals and accessories. I have experience in communicating with and handling customer issues when dealing with their complaints, including keeping them informed of progress while ensuring customer data integrity, privacy, and security. I understand and have used service quality standards relating to the service desk and the use of best practices in providing IT support from the help desk. These skills have assisted me in my most recent job position, to improve completed service counts on a daily basis and reduce response time for trouble tickets by nearly one half, improving the client satisfaction levels vastly. In addition to being a multi tasking oriented person who constantly stays updated with current trends in technology, my greatest strengths lie in my skills, both technical and soft skills, such as the ability to calm people down, guide them professionally, and help them resolve minor issues. In addition to that, I am a good team player and a very fast learner. I understand service desk quality principles very well, including the need for confidentiality, maintaining data security and integrity,
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continuous improvement, and a customer-centric approach to technical service long with the industry best practices. I am also familiar of the single point of contact (SPOC) and practices needed to promote the highest service levels and the need to keep clients calm through continuous communication and updates even as their complaints and issues are being handled. I understand and have used the Information technology Infrastructure Library (ITIL) and this will ensure I provide enhanced value to your organizations and the clients. I believe we will benefit mutually if we could meet and discuss the position in relation to my skills and the value proposition I am making for your esteemed organization. I will make contact again and inquire about the possibility of having a meeting Thank you Kindest Regards A N Other Essential Criteria. 1.Understanding of the principles of service desk quality. 2.What legislation, codes of practice and other formal agreements, that directly impact on the resolution processes, do you need to be aware of before you contact clients.I could not find any information in your letter that addresses this issue Saquib. 3.Demonstrated ability to communicate with the customer keeping them informed of progress and advising on workarounds.No information about workarounds 4.Ability to ensure data integrity. 5.Understanding of service management relating to service desk. 6.Demonstrated ability to use industry best practice in ICT service desk support. Understanding of Quality Assurance of processes and procedures relating to service desk. ISSUES In YELLOW REVISED
Client want Task 1 , Task2 (que 4,7,8 ), Task 3 (ques 2,4) and Task 4 need to be done and want these tasks in report format . Task 2 Q 4. Possible solution of #Call-1183 The first check will be on hardware issues; the connection should be checked if it is lugged in correctly and securely (it is not loose) especially if the keyboard is USB. Advice would be to disconnect the keyboard cable and lug it back in again. And if USB, a different USB port can be used so as to isolate the issue. If it is a wireless keyboard, check if the battery is charged, the adapter is laced in correctly in its cradle, and the wireless connection is working and the line of site is not obstructed. If the LED indicators of the keyboard are illuminated for Caps Lock, Num Lock, and Scroll Lock, especially for Windows systems, the solution would be to save any work and reboot. If it is a windows environment, it could be a software issue and so the keyboard should be checked in a non-windows environment to rule out software issues, such as those that directly interact with Toggle Keys. Possible solution of #Call-1184 In this case a new printer is not working; the first step will be to check for hardware problems, starting with whether the power is plugged in correctly and is the printing cable such as USB is connected to a computer or any network. Next solution is to check if the cartridges have been put in place and set up for printing (i.e. not still held in packaging cradle or have the print-head protective layer still intact). It should also be checked if print paper is not stuck within the mechanism, such as damp printing papers that get stuck in the printing mechanism. Of course the printer needs to be checked if it has printing paper in the first lace! If these are ruled out, the next step is to check is the problem is software related and the first stop is if the user has selected the correct printer and and input the correct settings, including the paper orientation. Once this is checked and ruled out, the next step is to check if the printer was installed and installed correctly; for instance, it may have required to download files from the web and the Internet was off during installation and this can be tested by sending a print test age. Once these have been ruled out, the next step is to check if the printer drivers are installed and updated in the computer settings pane. Drivers; the driver must not have a yellow question mark. If it is a network printer, it must be checked if the printer is installed and correctly configured on the network and the user has rights to print on it. Likewise, for a wireless printer, the native computer must be checked to verify it is correctly installed and configured for wireless printing. In checking the printer software, it is worth checking if there are queued print jobs with an error that is holding print jobs in the print spool and this can be cleared by
canceling all pending print jobs. If the printer was installed recently, I would aks for the computer to be restarted for changes to take effect and try to print again. These should solve the problem unless the printer itself is faulty and warranty steps are taken. Q 7. In resolving the customer problems, I would guide them in a step by step manner, following the synthesis of the possible solutions as outlined in Q4, starting with the simplest and most obvious solutions in order to rule them out. For the keyboard, I would ask the client to check if the keyboard lights are coming on; if they are off, I would ask them to unplug the keyboard cable and plug it back in again whether it is a PS2 or USB keyboard. For a USB keyboard, I would ask the client to remove and use another port to rule out the previous one. If the lights are on, then it is a software problem where I would ask to restart the computer if it is a PS 2 keyboard, otherwise for USB keyboards, they can remove and put it in a different port. For the printer, the problem would be resolved by guiding the to check basic things like the USB or printer cable is correctly placed and secured, if the printer has been switched on, if the cartridges have been set to print, and if the printer has paper. Next, a few software issues can be looked at, such as if they have selected the right printer and set the paper correctly and if the printer is installed. Depending on the users technical capability, I could ask them to check the drivers and possibly restart the printer if it has just been installed for changes to take lace especially for a Windows environment. Q 8. The customer must be asked to confirm if their problem as reported in the ticket has been resolved; if in the affirmative, the closure procedures start. The ticket must be marked as closed and successfully resolved, with the identified problem being listed, the duration of the support, and the solution or procedure that led to the resolution of the problem. The service desk technicians’ details are also entered, including the date, and mode of solution (such as over the phone) and this is updated in the help desk system on the ticket. An e- mail is then sent to the client detailing the issue and how it was resolved; this can be doe automatically from the system using the automatic closure radio button. A message can then be sent to finance for billing and the ticket officially marked as closed and resolved successfully.
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To prevent the issue from ever happening again, a technical self-service user knowledge base will be created and updated to be accessed online by customers and staff alike so they can solve similar issues on their own without calling-in. The customers will be made aware of the knowledge base and it will be created in a manner that is user friendly and easily accessible. Follow-ups will be done as well by communicating with customers to ensure they understand the process for resolving the issues and be advised to be using the self-service portal to find solutions to problems. Task 3 Q 2. If a computer is slow, there are a number of reasons and these include software related issues (mostly) and hardware related issues. From the hardware perspective, the computer could be overheating due to a dry heat sink paste, or a clogged fan that causes the processor to overheat and run slowly, a potentially destructive issue. The client should be asked if the fan is making a noise to be sure it is overheating. Another possible reason is a programs running in the background, such as games or heavy files updating various software in which case one can check the task manager and see what programs are running and close (end) those that they do not need and which could be hogging processor power or memory, making the computer slow. I fusing the Internet, temporary files could have accumulated and slowing down the computer and so the temporary files need to be deleted using available programs such as C CleanerTMwhich has a free version for Windows or one can use the disk cleanup tool under ‘Accessories’. Another cause can be a full hard disk or a
fragmented hard disk in which case some space should be freed on the hard disk especially if using a swap file. If the hard drive is bad, such a making audible clunking noise, it could be the cause and this may need replacing or if fragmented, it needs to be De-fragmented using the De-fragmenting tool in Windows Tools or other De-fragmenting software. If these are ruled out, it is likely a software issue and the user should ensure Windows Defender is on and running and/ or they have an updated anti virus from where they can scan for viruses. Apart form scanning for viruses, a sinister cause is usually malware, such as worms or ransomware or other kinds of payload malware and they will need a specialized anti malware tool to clean up, such s using MBAMTMAntimalware software. Otherwise they can reboot the software and update drivers and software to ensure it is running optimally. Q 4. If the problem has to be escalated, and so I will call the customer “Dear Client, we have acknowledged your issue under ticket number xxxx; unfortunately, the problem appears to be serious as there are a number of potential causes’ Accordingly, I am escalating your ticket to my superiors for action Note down the ticket number and we will have someone call and possibly make a site visit to establish exactly what is the cause and recommend a course of action. We are sorry we are unable to solve it but rest assured it will be resolved in the shortest time possible Thank you fr bearing with use; we are handling this and will be in touch; you will receive an e-mail detailing the escalation shortly Task 4 The following are proposed solutions for the ticketing system The Level 1 Technicians Monthly report shows there are still several opportunities for making improvements; the job numbers have the logged in dates and the dates of closing; however, they do not include the time/ duration taken to handle the logged complaints. The exact times when the complaints were called in should be included, as well as the time it was closed and the entire duration taken for purposes of review and making improvements to the call request handling system. The details of the client must be recorded, apart from their names; these details should include their departments, their respective organizations, their contact details including telephone and e-mail and their exact locations. The recording of the problems needs to be more refined with the problem type/ area affected also being recorded, including whether it is a hardware, accessory, peripheral device, network, training, or software problem. The recording of the complaint must also
assign priority, whether high, medium, low, or it is a request made by the client. In addition to these, the provision of client support must be systematic and follow the basic principles of help desk procedures and principles, including a customer-centric approach and selecting the approach that best guarantees the fastest resolution of the said problem. The team needs to have a purpose built help desk software as this acts as a CRM (customer relationships management) portal and enables historical information to be evaluated, as well as providing a portal that customers can access the knowledge base and use self help services first, rather than making calls whenever they got a problem. Greater collaboration will be required to enhance customer service delivery. These are just areas that need to be improved on; the benefits will only be realized if a suitable plan of implementation is used and the plan will start with highlighting the current approaches used and benchmarking against the industry standards and best practices. This process will be able to identify gaps that are then used as the basis fr making changes. The present staff will be educated on the best practices and help desk support principles so they can own the process; this is a change process and should follow the principles of change management, including sensitization and inviting ideas and opinions from those the change will affect in order to ensure successful change. The staff will then be trained on the best principles, beginning with the right procedures from how to receive a customer call, what details to record, how to handle different situations, and how to communicate with the client throughout the period when their issue is being handled. These should be recorded and be used as the basis for creating a knowledge base that the present customers and others can access and use for self-service/ self-help if such features arise. The staff will be trained on the initiation of a call, responses, management of the resolution process, the closure, as well as post- closure; how to ensure the problem does not occur again, for instance. The process will incorporate continuous reviews in order to evaluate existing processes and seek opportunities for improvements. Change the help desk management system to a software based application Train employees in using the system Implement Quality standards Review performance Find opportunities for improvements Report The implementation plan for the proposed changes are based on the Information technology Infrastructure Library (ITIL) in which there is a call to focus on value, ether directly or indirectly. As proposed in the implementation plan, the knowledge base and self help portal swill generate value for clients by eliminating the time needed to make a service call and then wait for a problem to be resolved; they can just solve it themselves, at no extra charge. By providing support through calls before dispatching a technician, this complies with the second ITIL principle of starting where
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one is- preserving good capabilities and improving where necessary. The plan and its implementation as well as the service process will be improved continually in small steps, as per the ITIL principle of progressing iteratively with feedback where improvements are done in small steps and measurements made. The implementation will also fulfill the ITIL principle of thinking and working holistically as well as keeping it practical and simple. The use of a software as proposed will ensure the ITIL principle of automation and optimization is fulfilled as manual working is a bug. The proposed implementation plan fulfills ITIL requirements, as well as industry best practices for the IT service help desk(White and Greiner, 2019)
Reference White, S. and Greiner, L. (2019).What is ITIL? Your guide to the IT Infrastructure Library. [online] CIO. Available at: https://www.cio.com/article/2439501/infrastructure-it-infrastructure-library-itil- definition-and-solutions.html [Accessed 7 Jun. 2019].