Recruitment and Selection for User Support Technician

Running Head: RECRUITMENT AND SELECTION 1
HRM 3470
Samar Fatima
213184015
Selection system project

RECRUITMENT AND SELECTION 2
Table of Contents
Performance Appraisal...............................................................................................................4
Performance appraisal form...................................................................................................4
Performance appraisal methods.............................................................................................6
Management by Objectives................................................................................................6
Critical Incident..................................................................................................................7
Behaviorally anchored rating scales...................................................................................7
Behavioral observation scales............................................................................................8
360-degree performance appraisal.....................................................................................8
Checklist and weighted checklist method..........................................................................8
Recruitment................................................................................................................................9
Recruitment Planning.............................................................................................................9
Job Analysis...........................................................................................................................9
Recruitment Strategy Development.....................................................................................10
Searching the right candidates.............................................................................................10
Screening..............................................................................................................................11
Testing......................................................................................................................................12
Interviewing.............................................................................................................................14
Interview questionnaire for support technician....................................................................14
Structured interview KSAO.................................................................................................15
Knowledge.......................................................................................................................15
Skills.................................................................................................................................15

RECRUITMENT AND SELECTION 3
Abilities............................................................................................................................15
Other characteristics.........................................................................................................16
Decision Making......................................................................................................................16
References................................................................................................................................19

RECRUITMENT AND SELECTION 4
Performance Appraisal
Performance appraisal form
In order to measure the performance of a support technician and send the potential
performers for appraisal, Support technician performance form would be developed, which
has been given below:
Name: .............................................................
Evaluation Period: ................................................
Title: ................................................ Date: ..........................................
Performance Planning & Results
Performance Review
First of all, a current job description should be used for addressing the candidates.
After this, the level of performance of the candidate should be measured and rated with
certain definitions that are provided below. Every factor of performance that is useful in the
evaluation of the technician’s performance should be discussed and reviewed with them.
Finally, an overall rating should be given to them in the provided space in the form,
considering the definitions that are given below.
Performance rating definitions
Certain performance ratings should be used in order to make sure that there is a
commonality of language and continuity in the overall ratings.
Outstanding - Continuous superior performance
Excellent - Performance above the requirements of job routinely
Good - Performance dependable and competent on a regular basis

RECRUITMENT AND SELECTION 5
Satisfactory - Performance unable to meet the job requirements consistently
Poor - Performance unacceptable consistently.
Supporting comments should be provided for the justification of the ratings of Poor,
Satisfactory and Outstanding.
Now, the various factors which would be primarily considered during the performance
appraisal would be taken into consideration. These factors are explained below:
1. Performance factors – These factors would include aspects of a support technician
such as administration, knowledge of work, teamwork, communication, expense
management, decision making and problem solving, independent action, human
resource management, leadership, job knowledge, change management and relevant
improvement, consumer responsiveness, dependability, personal appearance, data
analysis, responsiveness and safety (Ochoti, Maronga, Muathe, Nyabwanga & Ronoh,
2012).
2. Employee accomplishments and strengths – Here, the core strengths and
achievements of the technician should be recorded, such as efficient data analysis or
problem-solving skills, etc. that would be in relation with the aspects of behavior and
performance of the employee which are appreciated by the employer in the
performance record (Pichler, 2012).
3. Improvement in the relevant performance areas – In this area, information regarding
those areas would be recorded where there is scope for improvement in the
technician’s work. For instance, if a technician needs to improve upon his
communication and practical experience application skills, he should first record them
here.

RECRUITMENT AND SELECTION 6
4. Action plan for performance improvement – In this factor, the plan of action that
should be taken by the IT assistant in the opinion of the employer should be provided
in details. The relevant plan of improving the technician’s performance should be
taken.
5. Employee comments – This section would include any other comments or feedback
provided by the technician’s employer.
6. Review section for the job description – a) During the evaluation of this factor, the
review of the complete job description of an IT assistant is done, assuming that no
alternations are made to the description of the job during this procedure (Brown,
Hyatt & Benson, 2010).
b) Another assumption is that the review of the job description is done, assuming that
changes are made to the description of the job. The so altered job description is
attached to the evaluation.
7. Signatures:
Support Technician - Date -
Evaluated by - Date –
Reviewed by - Date –
Performance appraisal methods
There are various methods and techniques that can be used for the performance
appraisal of a support technician. These methods are explained as below:
Management by Objectives
One of the best methods for judging an IT assistant’s work is the management by
objectives method. Here, specific objectives and goals are set by their managers, and the
performances of the technicians is measured accordingly. In case of goal achievement,