Interview Questions for Helpdesk Manager by qdk14897

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									  Assessment Day –
How to Hire in a Hurry!




       (c) 2005 Plan B Services
         Today’s Objectives
• Describe what Assessment Day is
• Understand the planning needs for an
  Assessment Day
• Experience an Assessment Day exercise
• Explain the various parts of Assessment
  Day
• Explain the benefits of using an Assessment
  Day in your hiring practices
                 (c) 2005 Plan B Services
       What is Assessment Day?
•   Full day, in person, on site
•   Introductions
•   Group exercises
•   Telephone test
•   Personal interview



                    (c) 2005 Plan B Services
Who else does it?
• Pacific National Exhibition in
Canada



• Six Continents in United Kingdom
  (winners of 2001 Help Desk Institute
  UK Help Desk Excellence Award)


      (c) 2005 Plan B Services
          Why did we do it?
• Immediate need to add staff
• Too many applicants using traditional
  methods
• HDI award winner had done it
• Wanted to involve existing staff
• Wanted to try something different


                 (c) 2005 Plan B Services
               Pre-planning
•   Human Resources
•   Help Desk staff
•   Reserve rooms
•   Exercises
•   Observation guides
•   Interview questions
•   Lunch
                   (c) 2005 Plan B Services
         Screening applicants
• Advertisement placed online
• Over 300 applicants
• Sorted into Yes, No, Maybe by:
  – Help Desk experience
  – Technical qualifications
  – Other substantial items/cover letter
• Approximately 40 “Yes” left

                   (c) 2005 Plan B Services
            Pre-interviews




• Done on 40 “Yes” candidates
• Done by various Help Desk staff
• Ten minute phone interview

                (c) 2005 Plan B Services
               Pre-interviews
• Observations:
  –   Language skills
  –   Tone
  –   Pace
  –   Ability to think quickly
  –   Ability to answer coherently
• Approximately 30 “Yes” left
• 24 invited to Assessment Day

                    (c) 2005 Plan B Services
                Room Layout

                                                Observer
                        Group 2

      Group 1


                  Intro                      Group 3
Observer


                  (c) 2005 Plan B Services
           A-Day agenda
• 8:00    Room set up and final
  briefing
• 8:30    Registration / Coffee
• 9:00    Company Introduction
• 9:15    Candidate Introductions
• 9:45    Refreshment break


              (c) 2005 Plan B Services
             A-Day agenda
•   10:00   Three Group Exercises
•   12:00   Biology break
•   12:10   Telephone Trouble call
•   13:20   End of Assessment Activities
    for          most applicants



                 (c) 2005 Plan B Services
          A-Day agenda
• 13:20 Working lunch for Observers

     (Summaries/Conclusions)
• 14:20 Individual Interviews for
             selected applicants
• 16:35 Observer
  Summaries/Conclusions

              (c) 2005 Plan B Services
Observation guides




     (c) 2005 Plan B Services
     Observation Guide Sample
Candidate Name              1         2         3   4   5   6
Appearance
Confidence
Expression
Clarity of Voice
Originality
Job Knowledge
Motivation
Personality
Overall Impression
                     (c) 2005 Plan B Services
         Sample rating scale
• Confidence 5–smiling, open body
  language, lots of eye contact, enjoying
  themselves
• Confidence 4–sure of self, good eye
  contact, participates well
• Confidence 3–makes eye contact, nervous
  but willing
• Confidence 2–unwilling participant,
  doesn’t speak up in group
• Confidence 1–no eye contact, defensive
  posture, non-talkative
                (c) 2005 Plan B Services
Group Exercise – Cave Rescue

                 • It’s your turn!
                 • Some candidates;
                 some observers
                  • Shorter time frame;
                  fewer possible answers


          (c) 2005 Plan B Services
Group Exercise – Cave Rescue

          •   Warm-up/icebreaker
          •   Candidates work together
          •   Consensus building
          •   Timed
          •   No specific solution
          •   Observers assess behaviour


          (c) 2005 Plan B Services
        Group Exercise – Zin Obelisk
                                      • Logic
                                      • Timed with a specific solution
                                      • Information sharing exercise
                                      • Candidates work together to
                                        solve in time allotted
                                      • Observers assess leadership,
                                        cooperation, and conflict issues

Adapted from M. Woodcock, D. Francis, & D. Young, ‘Team Problem Solving: The Zin Obelisk’ in D.
Francis & D. Young, Improving Work Groups: A Practical Manual for Team Building, San Diego, CA:
University Associates, 1979.
                                          (c) 2005 Plan B Services
 Group Exercise –
Who owns the Zebra?
     • Mathematical
     • Timed with a specific solution
     • Information sharing exercise
     • Candidates work together to
       solve in time allotted
     • Observers assess logical
       problem-solving skills,
       cooperation and conflict skills

      (c) 2005 Plan B Services
Telephone Test




   (c) 2005 Plan B Services
Telephone Test
   • Every candidate took one
   • 2 candidates done concurrently
   • Each given a manual and a
     phone
   • Client and two observers
   • Client posed banking-related
     question


   (c) 2005 Plan B Services
               Telephone Test
• Observers looking for:
  –   Greeting used
  –   Language skills, tone and pace
  –   Ability to think quickly
  –   Ability to answer coherently
  –   Customer Service skills



                    (c) 2005 Plan B Services
      You’re done…or are you?!
• A carefully orchestrated exit strategy used


                        • Unsuccessful shown to front
                        door and thanked for coming


• Successful shown to
  back door and invited
  back for an interview

                     (c) 2005 Plan B Services
                   Lunch
• Reviewed results of observations
• Identified candidates to watch
• Identified comments to follow up on




                 (c) 2005 Plan B Services
          Group Interview
• Two concurrent interviews
• HR Manager and 2 observers / Help Desk
  Manager and 2 observers
• One hour maximum
• Three interviews per team



                (c) 2005 Plan B Services
             Group Interview
•   Telephone test
•   Assessment Day
•   Previous experience
•   IT skills
•   Technical questions
•   General interview questions
•   Preparation
                   (c) 2005 Plan B Services
            Observer meetings
•   Recap of day
•   Ranking of candidates
•   Group discussion
•   Final ranking of candidates




                   (c) 2005 Plan B Services
            Reference checks
•   Top 5 candidates
•   Conducted by Team Leads
•   Two references per candidate
•   10 questions asked




                  (c) 2005 Plan B Services
                    Hiring
•   Security check
•   Credit bureau check
•   Job offer
•   Salary and benefits
•   Start date
•   Training


                  (c) 2005 Plan B Services
    What’s needed to do your own
          Assessment Day
•   A plan
•   Human Resources approval
•   Help Desk staff assistance
•   Training Help Desk staff on the process
•   A large meeting room
•   At least two offices for interviews/tests


                    (c) 2005 Plan B Services
               Any gotchas?
•   Physically and mentally tiring
•   Candidate pool
•   Second time around
•   Not fool-proof




                   (c) 2005 Plan B Services
       Plan B – Management
            Consulting
• 20 years in IT
• 9 years managing Help Desks and Quality
  Assurance
• HDBC executive member for 5 years
• HDI Member Advisory Board member
• Spoke at HDI Global conference in 2002
  – How I retain my staff
  – I have a training plan that works

                   (c) 2005 Plan B Services
Plan B – Coaching and Training
• Over 100 hours of training from Coaches
  Training Institute
• Business or Personal coaching available
• Clients include IT people, corporate staff,
  management
• Provincial Instructors Diploma
• 2 years in corporate training centre
• Corporate Training Needs Assessment done
                 (c) 2005 Plan B Services
         Today’s Objectives
• Describe what Assessment Day is
• Understand the planning needs for an
  Assessment Day
• Experience an Assessment Day exercise
• Explain the various parts of Assessment
  Day
• Explain the benefits of using an Assessment
  Day in your hiring practices
                 (c) 2005 Plan B Services
  Assessment Day –
How to Hire in a Hurry!

     Plan B Services
      604-824-1803
    plan.b@email.com
   www.planbservices.ca

  Plan B…what’s yours?
        (c) 2005 Plan B Services
  Assessment Day –
How to Hire in a Hurry!

     Plan B Services
      604-824-1803
    plan.b@email.com
   www.planbservices.ca

  Plan B…what’s yours?
        (c) 2005 Plan B Services
  Assessment Day –
How to Hire in a Hurry!

     Plan B Services
      604-824-1803
    plan.b@email.com
   www.planbservices.ca

  Plan B…what’s yours?
        (c) 2005 Plan B Services

								
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