Contribute to the development of new support service contracts.
Participate in customer relationship management.
Grow and enhance existing culture. If you have experience in IT customer service management or team leadership and are looking to join a dynamic and successful IT Systems Integrator, then we want to hear from you. 1.2.2 Example 2 Help Desk Manager The role is responsible for the strategic and operational running of the Level 1 and Level 2 Help Desk at Company X.
Key to the above is managing the relationships with all Company X Agreement customers as well as partnering with associated business units to ensure agreed Service Levels are consistently realized.
The role is required to: ? ? ? ? Have a comprehensive knowledge of the operation of a Help Desk Ensure the cost-effective management of Help Desk people, process and technology including managing the Service Level Agreement (SLA) performance of these areas Develop, implement, monitor and review standard processes and procedures to continually improve the service provided by the Help Desk people Coach and develop the Help Desk people, improving their skills and talents through mentoring, coaching and training.
This includes delegation, development and empowering providing the capacity to accomplish tasks effectively ? Undertake trend analysis activities, interpret data and produce meaningful management information which enables accurate operational decision making and assists to devise innovative business improvements 14 Copyright The Art of Service ?Brisbane, Australia?Email:[email protected] Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 This role requires a strong customer service focus working in a team environment.
The person must demonstrate well developed interpersonal and communication skills to establish effective customer relationship management techniques within a service team.
Formal Education: ? ? ? ? IT Degree or Diploma – preferred ITIL Foundations Certificate – well regarded HDAA/HDI Certification – well regarded Microsoft Certification – well regarded Work Experience: ? ? ? Worked successfully as a Help Desk Manager or Help Desk Team Leader for at least 2 years Worked successfully in a Senior IT Support role for at least 3 years Worked successfully within an IT environment that uses the ITIL framework and/or adheres to the HDAA/HDI certification process. 15 Copyright The Art of Service ?Brisbane, Australia?Email:[email protected] Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 2 Hiring the right staff In 1919, Alfred Binet, the father of intelligence testing, first tried interviews as a means of assessing the capabilities of candidates.
He had three schoolteachers test the same five children to assess their intelligence.
When Binet asked the teachers whether they were confident of their assessments, they responded that they were.
There was only one problem: they disagreed widely about the students‘ intelligence levels.
Binet then abandoned the interview in favor of more rigorous testing.
During World War II, large-scale decisions had to be made about who to put where.
The timehonored military solution of saying, ?Hey you, go there? did not work any longer.
When the same applicants were interviewed by several classification officers, they could not agree on where the applicant ranked.
In one case, an applicant was ranked first by one officer and fiftyseventh by another.
When several interviewers cannot agree on ranking, we have to assume that some of them err in judgment.
Admiral Rickenbacker had a number of interesting little tests for applicants, and it was because of him that the stress interview became popular.
He would have the interviewee‘s chair nailed to the floor, and then watch the applicant try to obey his command to move the chair a little closer.
After the interview was over, he would direct them to the door – only, the door opened into a closet.
Once again, he would evaluate their reaction.
Of course we know today that stress interviews really only tell us how a candidate would react under a certain kind of stress, not how proficient they are in their day-to-day work performance.
As early as 1942, intelligence testers advocated using a structured set of interview questions so that each candidate is compared on the same ground.
However, the traditional let‘s see what happens type of interview kept coming to the fore, even though it had a terrible accuracy rating of anywhere from 14% to about 50% .
Over the years, structured interviews have been gaining more favor with organizations.
Structure improves accuracy and validity and makes the selection process more defensible. 16 Copyright The Art of Service ?Brisbane, Australia?Email:[email protected] Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 It is important to note that today‘s research indicates that structured interviews, based on job requirements, that combine competency based questions, behavioral type questions and critical incidents, give organizations an accuracy rating that is far, far higher than ever before.
We know that the structured interview, where every candidate has the opportunity to answer the same questions, is more objective and justifiable.
We recognize the validity of behavior based questions because the best predictor of future performance quantified past performance.
Well-prepared critical incidents (stories of real events that ask for specific behaviors) identify performance behaviors and have about an 85% accuracy rating.
However, interviewing is not a science.
Our job is to eliminate as many opportunities for error as possible.
Clearly identify what the job entails, follow a structured format for interviewing, and combine the interview with other testing for the best shot at getting a good candidate.
There are six stages to the recruitment and selection process. 17
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