Role
Technical Support (Help Desk)
The hiring challenge
Resolves technical problems while speaking with frustrated, non-technical users; what's hard to see is whether the person combines technical diagnosis with the patience to explain in simple terms and keep composure when the user pushes.
What to assess
Problem solving, technical skills, customer orientation, and self-control with upset users.
How we build the mix
A person with higher cognitive ability tends to learn faster, reason better and adapt to new problems. For this role it is a good base for the mix.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for technical support (help desk)
9 assessments · variable time. Suggested guide: adjust it to your process.
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Diagnosing and resolving varied incidents calls for quick reasoning.
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Helps observe the reasoning used to analyze data and spot what doesn't add up.
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Helps observe fluency with the digital tools specific to the role.
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Helps observe customer orientation and the quality of service.
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Helps observe clarity when communicating and the quality of interaction with others.
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Helps observe emotional handling and resilience under the pressure of the role.
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Helps observe how quickly the person adapts to new processes, tools, and contexts in the role.
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Confirms day-to-day handling of support and ticketing tools.
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Direct contact with users: reading the relationship style adds signal.
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.