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CN2041

CN2041. Team Members Sanaz Pouladkhan – Introduction Beverly Davis – Selection Criteria Nicholas Drew – Initial Selection Farouk Kasule – Secondary Selection Vennette Geddes – Interview Questions Alfredo Mendes - Summery Communication Methods – Phone, Email, Wiki, Text, Group.

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CN2041

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  1. CN2041 Team Members Sanaz Pouladkhan – Introduction Beverly Davis – Selection Criteria Nicholas Drew – Initial Selection Farouk Kasule – Secondary Selection Vennette Geddes – Interview Questions Alfredo Mendes - Summery Communication Methods – Phone, Email, Wiki, Text, Group Tutorial Group 1, Team 2 Chef Nimo Systems Help Desk Analyst

  2. Selection Criteria Taken from Job application and background research • Core Criteria – Software and Hardware support - Helpdesk Experience - Good Communication Skills • Secondary Criteria – Financial Experience - Call Logging Experience • Tertiary Criteria -Generated from background research

  3. Initial Selection • Based on core criteria -Software and Hardware support -Helpdesk experience -Good communication skills- Modified by style of CV as well as content. • Each CV analysed and marked out of 10 for each criteria • Marks totalled to provide a score for each CV

  4. Initial Selection Table • All members graded CV’s individually with table format • Average of scores taken to provide final score for grading initial solution • Final selection analysed for significant discrepancies

  5. Secondary Selection • Break down of top 10 from initial selection into a set of five that would go through to interviews and five that would not • Secondary ‘preferred’ criteria used for selection • Softer, more in-depth approach taken than in initial selection • Selection involved group analysis of CV’s based on secondary criteria – tertiary criteria held in reserve

  6. Final Selection Results • Yvonne Gateva Gatave- scored 23.8 in initial selection. Multilingual. • Mike Polak – scored 25 in initial selection. Call logging experience. • Muhammad Ali – scored 23.5 in initial selection. Call logging experience. • Brian Forbes – scored 24 in initial selection. Call logging experience. • Moiz-ullah Khan – scored 24.8 in initial selection. Call logging experience. • Rejected - Firdus Ahmed,Harpreet Singh Prihal,David Sait, Len Tolfer, Ricardo Fortuné- No secondary criteria

  7. Question Creation • Used to provide further differentiation of candidates • Questions used for re-enforcement and re-evaluation of candidate in regards to some criteria from first two selection stages • Identification of non-quantifiable personality types an additional goal

  8. Interview Question List • Tell me about a time when you worked as part of a team? What role did you play in this team? • A user called and said they can't log in. What would your first action be? • What is the technical difference between Desktop Support & Help Desk? • What do you do when you find yourself getting stressed at work? • Can you give me an example of how you dealt with a workplace conflict in the past?

  9. Interview Question List- Cont • As you are aware helpdesk environment is very busy - Demonstrate how you prioritise your workload • Describe a difficult problem that you tried to solve. How did you identify the problem? • Are you a person who likes to try new things or stay with regular routines? Give an example? • Describe a time when you decided on your own that something needed to be done, and you took on the task to get it done? • What do you know about this company?

  10. Summation What we learned • Application selection process- thoughts behind it • Focussed CV design • ‘Easy reading’ CVs • Importance of background research Organisation • Wiki (http://cn2041.wikispaces.com/) • Group inclusion

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