Help Desk Hiring Tips
by Donna Earl

With a robust economy fostering job growth, many of you are struggling to hire enough competent personnel. Face it, good candidates have more choices, especially for help desk positions. "Help wanted, help desk" is a common help wanted ad. Most organizations either have a help desk, call center, or are increasing using telephony to answer customer inquiries and resolve problems. Finding customer friendly, competent help for your help desk will require time, persistence, and creativity.

•Think creatively to recruit help desk candidates.

-Offer a bonus to employees who refer eligible candidates.

-Contact college and universities. Communications and broadcasting students have vocal and communication skills training.

-Contact agencies who place physically challenged workers. Often they have already trained candidates in telemarketing/telephone service skills.

-Contact organizations which promote older workers, part-time or job share working arrangements.

•Interview the candidates extensively by phone. If your customer's impression of your organization depends on help desk employees' phone skills, allow the candidate to first impress you with his or her telephone skills.

•Help desk personnel have 100% turnover per year. Keep recruiting, even when you have an employee for every phone. Some employers find that older workers, part-time and job share employees, and physically challenged candidates change jobs less frequently.

•Train thoroughly. Remember my mantra regarding training of knowledge and skills as essential. Changing an employee's basic temperament is impossible.

•Call the help desk yourself and monitor employee responses, phone etiquette, and effectiveness. Would you want to do business with your own help desk?

•Provide continual feedback, motivation, and support for help desk employees. They perform the "emotional work" of handling customer frustration before dealing with customer questions and problems.

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