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Help Desk Support Staff Selector
 |
Date
introduced: 1994, revised 1996 |
|
Administration
time: 1 hour and 31 minutes |
Purpose
To evaluate the suitability of candidates of
all levels of experience for the position of Help Desk Support. Also applicable for
Customer Service positions requiring pc aptitude.
General
Description
The Help Desk Support Staff Selector, from
which a five-page report is provided to the client, consists of instruments measuring the
following:
| Verbal communications skills |
| Numerical skills |
| Attention to detail |
| Problem solving and logical ability |
| Help desk support skills |
| Help desk support problem solving |
| Help desk support logic |
| PC user aptitude (spreadsheet
simulation and DOS commands) |
Positions
for which the test is appropriate
This test is used to pre-screen job
applicants and in-house personnel in the following positions:
| Help Desk Support person |
| Customer Service Representative with computer
skills |
| Inside Sales or Order Desk with technical
skills |
Job
criteria measured
| Ability to communicate easily and fluidly with
others |
| Facility with numbers, files, codes, symbols
and simple arithmetic |
| Ability to problem solve, conceptualize,
foresee and plan |
| Ability to recognize likenesses and
differences of numbers, letters, codes and symbols, speed of work and accuracy |
| Ability to deal with situations within a help
desk environment |
| Problem solving within a help desk environment |
| Procedural ability within a help desk
environment |
| Spreadsheet simulation and DOS commands |
Test
administration
The test requires only clerical supervision
to administer, and takes 1 hour and 31 minutes to complete. It is important that the timed
sections be timed to the second.
Sample
question (segment)
Calculate the following:
4 × 8 × 2 = _______
189 + 981 - 819 = _______
Indicate the next one in the series in the
answer space provided:
120
135 150 165 _______
CAB CCD CEF CGH _______
A customer calls and has some technical
questions about a product with which you are not completely familiar. You should:
a. transfer his call to someone who is knowledgeable in that
area.
b. pretend that you know what you're talking about and give your own answers.
c. tell him to call back another time.
d. ask him why he is being so inquisitive.
It takes 7 shipping clerks 15 days to
prepare the warehouse for a new shipment. How many days would it take if only 3 shipping
clerks, who worked at the same rate, had to do the job?
Sample Candidate Evaluation Report
Click here to view a sample detailed evaluation report.
Evaluation
The overall rating
is based on scores according to the following table:
| Score |
Rating |
Recommendation |
| 91-100% |
EXCELLENT |
Hire |
| 79-90% |
VERY GOOD |
Hire |
| 66-78% |
GOOD |
Hire with
qualification |
| 60-65% |
ACCEPTABLE |
Hire if no better
candidate is available |
| 46-59% |
MARGINAL |
Hire only if below
average performance is acceptable |
| 0-45% |
UNACCEPTABLE |
Do not hire |
Languages
published
| English |
| French |
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