This seminar will focus on the hiring process, training, competency testing, and retention of students hired to work in a help desk environment. It is critical to hire students with the right skill set. In our highly competitive environment, this is not easy to do. The typical training required for new student hires is complex and time-consuming. Once trained, students are even more in demand by other employers, and retention becomes a key issue. The techniques presented are general enough that they can be used by both small and large help desk operations. This session will be highly interactive and fun. You will receive handouts with interview questions and training schedules as well as plenty of practical skills you can take home and implement.
Manager, The Ohio State University
Scholarly Communication Librarian, University of Pennsylvania