Help Desk Interviews: Seven Tips for Interviewing and Hiring Help Desk Professionals

Good hiring decisions with the help desk and talent on the service desk are based on formulas that predict good results. The service table is a highly competitive and dynamic environment. People and capabilities are critical to the success (or not) of a help desk service. The main challenge is to find and select the right people. Hiring decisions can be lost if the expected characteristics you need are not well defined from a strategic perspective or are not properly translated into your production environment. I also feel all the pain as the chemical combination of personality and skill progresses. Incorrect!

One way to think about this is: The employment contract that you provide to your new employee is as much a service level contract as it is with your client. An employee's commitment to success has a direct impact on the customer as they interact directly with the customer. Being clear about the competencies and desired results will help you select the right candidate and, in turn, help you actively contribute to the business.

What Goes Into The Mix

Here are some help desk support services and technical service interview tips to help you identify your needs and communicate your expectations appropriately. This will help you make good hiring decisions consistently.

1. Find Out What Language Your Organization Uses When Discussing The Role Of The Help Desk And Service Desk And What The Customer Said In The Satisfaction Survey

This could be a good way to assess your ability. It goes without saying that this is not defined exactly as it was five years ago. Helpdesk and service desk competencies must continue to evolve or expand with the services they offer and the changes necessary to interact with customers.

2. Ask Current Staff To Write Job Announcements And Job Descriptions To Adequately Reflect Their Role And Continued Evolution.

For example, is it a help desk or service feature? Ask your employees to explain the key challenges they face and help explain the ideal proactive competency mix. You want employees who can adapt and respond as your business requires and evolves. Often new employee failures are associated with incomplete or inaccurate communication of expected skills and behaviors.

3. Make Sure The Job Description And Kpis Are Clearly Tied To Your Business Vision, Mission, Strategic And Operational Plans.

Both employers and employees benefit from investments in employment and training. The more successful your customer service, the happier and more productive your organization will be. For example, if you can avoid the high cost of performance issues for employees who have passed their legal grace period, you will have a great ROI in terms of productivity.

4. Adapt Expectations And Communication Where Candidates Are Obtained.

Recruitment managers face options: pay a premium fee to an experienced professional or launch a broader network to translate it into a job and provide the right level of development to help you grow as a professional. Invest in people with skills. It is easier to assess the previous relationships, behaviors, and adaptability of a candidate of internal origin. For example, if you go beyond the roles, or if it was not correct in the first place, that possibility could be negative. However, hiring through an agency will result in complete ignorance, making it more difficult to obtain the personality of the individual.

5. Communicate Needs Consistently Across All Channels Of The Organization.

Social media tools play an important role in job search, candidate search, and building and strengthening the organization's culture. Many employers now use techniques such as video, storytelling, and gameplay as a way to "sell" roles while testing their skills. However, a more sophisticated and self-critical view of competencies helps to encourage candidates to choose not to participate when their roles differ from what they expected.

6. Use External Tools As Needed

One of my favorite tools is called the Information Age Skills Framework (SFIA) because it helps define accurate proficiency profiles and build skill matrices across organizations. SFIA provides the ITSM industry and beyond with a valuable list of skills and proficiency levels in a globally recognized language. This serves as a benchmark by which people can assess their suitability for their abilities.