IT Helpdesk & End-User Support – Subject Matter Expert (SME) for Interview Assessments Job Summary:
We are seeking an experienced IT Helpdesk & End-User Support SME to assess and evaluate candidates during the interview process for IT support roles. The SME will conduct technical interviews, assess candidates’ expertise in end-user support, troubleshooting, hardware and software management, IT service management (ITSM), and security best practices, and provide structured feedback to support hiring decisions.
Key Responsibilities:
Candidate Assessment & Evaluation:
- Conduct interviews for candidates specializing in IT helpdesk and end-user support.
- Assess expertise in troubleshooting hardware, software, operating systems (Windows, macOS, Linux), and network issues.
- Evaluate hands-on experience with Active Directory, user account management, ITSM tools (ServiceNow, Fresh service, etc.), and remote support tools.
- Review candidates’ knowledge of ticketing systems, incident management, and ITIL best practices.
- Assess understanding of basic cybersecurity principles, endpoint security, access control, and data protection for end-users.
Technical & Professional Feedback:
- Provide structured feedback on candidates' strengths and areas for improvement.
- Offer insights on their ability to provide efficient, user-friendly IT support in an enterprise environment.
- Recommend suitable candidates based on technical proficiency, communication skills, and problem-solving capabilities.
Interview Process & Standards:
- Ensure interviews align with industry best practices for IT support and helpdesk operations.
- Maintain a fair, objective, and structured evaluation process.
- Collaborate with hiring teams to refine interview criteria as needed.
Hiring & Payment Process:
- All hiring processes, including interview scheduling, candidate selection, and payments, will be managed exclusively through the Guru portal.
- Payments for services provided will be processed securely through Guru, ensuring transparency and efficiency.