Application Letter for Casual Help Desk Technician - Level 1

Task 1
Application Letter
A N Other
Address Telephone Email
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 3rd 2019. 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,

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