HR assignment help essay on: Selection Criteria for the post of Help Desk Support Engineer

Selection Criteria:The necessary criteria for the post of Help Desk Support Engineer is that the candidate should be an eager IT Assistant, expert in taking challenges related to helpdesk roles, account management, software deployment, video conferencing and other technical duties. The candidates with the knowledge of Lotus Notes, Symantec Ghost, Veritas Backup Exec. would be preferred. Also, the applicants having ample amount of experience of working in a technical environment would be considered better for this position. The candidate should be spontaneous in case of attending the urgent issues related to any IT/Networking problems (HP Support Document 2012). The important role would be to record incident resolutions in Help Desk, managing software installations and ability to work independently would be appreciated, yet adhering to the rules and regulations of the organization.

1. The criteria covers all the necessary requirements for the post, as it specifies the salary band (18-22k) for the eligible candidate, therefore making it respectively clear to the interested candidates (Australian Govt.n.d). Other important specifications are made on the basis of the desired qualifications, ranging from Technical knowledge, accounting management, desktop tool handlings, installation etc. the criteria for this job being explicit in its approach, thus attracts the applicants possessing strong work ethics and oral and written communication skills. The job criteria make a point to set the preference for the candidates who have additional knowledge of keeping records of different software and helpdesk tools.

Choice of applicants to interview and reject:

In the shortlisted candidates, the required skills are not consistently present in each resume, but they respectively adhere to one or the other qualification and go by the selection criteria.

1. a.      Jasper Smoek

A hard-working, team-oriented, junior software engineer with specialization in

             Internet technologies and technical network support among 10-100 employees. He is

             Accustomed to roles like installing a ftp server on a client’s NT network to allow remote

access, installing firewall hardware and virus scan software and  developing a web based

database using Java, SQL, and Pointbase to provide an interface to data valuable to the

client.

1. b.      Mike Polek

An able candidate technically supporting 2500 Housing Corporation users through Citrix. Expert in Management Console and Active Directory, products and operating systems, trouble- shooting common problems relating to hardware/software, Microsoft. He possesses a good understanding and working knowledge of TCP/IP/ WINS, DHCP and DNA.

1. c.       Muhammad Ali

He has so far worked as both IT Support technician and Administrator in Primary Schools. He was responsible for tasks related to running updates and virus checks, dealing with technical failures of Networks, LAN, setting hardware and installing software.Also, having fluent interactive skills.

1. d.      DevekaJayawardana

An IT, desktop engineer is an expert in supporting both hardware and software products with more than 4 years of experience. He is accustomed to installation process for windows 2000 server (Domain Controller), and setting up user accounts via active directory creating login scripts for network mapping.

1. e.       Ricardo Fortune

An expert in Hardware and Helpdesk roles, like Installation, Upgrade and Trouble-shooting of PC Systems (Mainboard, Video Card, IDE-/PCI-bus, Hard Drive etc.). Also having experience of working within Service Level Agreements (SLA), Customer Focused, Documenting of Procedure,Inventory Management and Problem Determination and Resolution (Phone and On-Site).

Specific interview questions:

Most of the requirements of the ideal Help Desk Support Engineer have been already covered by the provided CV(s), however, some of the general questions like:

Q1. Tell me about yourself.

Q2. What are the three important skills according to you that are required for this post?

Q3. What are your short-term and long-termgoals?

In order to measure the candidate’s professional strengths, certain questions were put to them to check their spontaneous faring. Examples:

Question to Jasper Smoek:

 If a support call absences device IP Hostname, IP Address, or other vital device identifying  information, can HP Web Jetadmin still distantly locate the device?Ideal Answer:

HP Web Jetadmin can be proactively managed to provide device setting assistance to helpdesk engineers when certain device identifying information is not available. A device grouping strategy that includes specific models in specific locations can provide the helpdesk engineer the means to locate the device in need of assistance (Raqmiyat 2009). For example, a support engineer receives a call from a user in the Finance Department that conveys the LJ4345 MFP has a Fuser Error message. The user actually doesn’t know the IP Hostname or Address. The support engineer knows that the Finance Department resides on Floor 3 of Building B, and quickly pulls up that group of devices in HP Web Jetadmin. By providing a sort on the LJ4345 MFP and a status view, the engineer can now see what device has the Fuser Error. The engineer may now retrieve the remainder of appropriate information needed for ticket transport to the hardware restoration team.

Question to Mohammad Ali:

Sometimes it is difficult to maintain expertise on all the printer models being deployed in my environment. Does HP provide any printer troubleshooting scripts I can use?

Ideal Answer:

Yes. Helpdesk engineers can have access to the same information used by HP’s own support personnel. Better yet, this information is hot linked in HP Web Jetadmin 10 via the Troubleshooting tab of a displayed printer. By selecting the “HP Support icon under the Troubleshooting tab, the engineer would be routed to an HP Product Support and Troubleshooting web page particular to the model of device that is displayed in HP Web Jetadmin. From there, engineers will have access to Guided Troubleshooting, Customer Self-Repair, Error Lists, Support Forums, Firmware Downloads, and other helpful support information. This HP Web Jetadmin hotlink to troubleshooting evidence reduces the need to maintain a deep level of printer expertise at the first tier level of helpdesk support(HP Support 2012).Question to Ricardo Fortune:

How can HP Web Jetadmin assist my first level helpdesk with returning a device back to its appropriate configuration? This responsibility is currently assigned to my second level support team.

Ideal Answer:

Sometimes a cold-reset is required to resolve a printer failure. Some specific configuration settings could be lost as the result of this task. If configuration templates are deployed by the HP Web Jetadmin administrator, first level helpdesk engineers could easily push a template to the device after a cold-reset has occurred(Australian Government n.d).

Therefore, on the basis of these questions that were asked to each individual are profile specific, bringing out their strengths in their respective areas of interest.

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