HR Service Desk Officer
Även känt som: HR Helpdesk Agent · HR Contact Centre Officer
Answers first line questions from employees about leave, contracts and schemes, processes simple changes and escalates more complex questions to an hr adviser.
The hr service desk officer is the first point of contact for employees with questions about their terms of employment and works with fixed knowledge articles and systems. Unlike the hr officer who processes full files, the emphasis here is on speed of first response and correct escalation. Selection often looks at system skill, while recognising when a seemingly simple question hides a sensitive case and must be escalated makes the difference in practice between a satisfied and a frustrated employee.
Kompetenser som ska mätas
Dessa är beteende- och förmågekonstruktionerna i denna profil. För varje konstruktion anges vilken frågehrmforce-frågeformulär som mäter den.
| Kompetenser som ska mätas | Målnivå | hrmforce instrument | Bedömningsmetod | Beteendeankare på målnivå |
|---|---|---|---|---|
| Listening and probing Kompetens (50-ramverk): Listen | N3 | Big Fifty, 360 Feedback | 360-degree feedback | Summarises both the content and the feeling of the other party and probes until the real interest behind the request becomes visible. |
| interpersonal sensitivity Kompetens (50-ramverk): Sensitivity | N3 | Big Fifty, 360 Feedback, Colour Profile (Jung) | Personality questionnaire | Names observed tension or reticence during a conversation and adapts tone, pace and wording accordingly. |
| organisational awareness Kompetens (50-ramverk): Organizational Sensitivity | N3 | Big Fifty, Competency Check, 360 Feedback | Situational Judgement Test | Assesses which interests a proposal touches, involves the right people beforehand and chooses a suitable moment to raise it. |
| integrity and dependability Kompetens (50-ramverk): Integrity | N3 | Big Fifty (Integrity Scale), 360 Feedback, Structured interview | Personality questionnaire | Reports a possible conflict of interest on own initiative and asks for review before a decision is taken. |
| independence Kompetens (50-ramverk): Independence | N2 | Big Fifty, 15PF | Personality questionnaire | Forms an own opinion on a familiar issue and compares it with the advice of a colleague. |
Kort profil
De tio viktigaste kompetenserna i denna profil. Den fullständiga profilen med alla kompetenser, beteendeankare och utvärderingsmetoder finns i nedladdningsfilen.
| T | Kompetens | Målnivå | Vikt | Knockout | Bedömningsmetod |
|---|---|---|---|---|---|
| V | Advisory skill | N3 | 5 | ja | Assessment centre |
| V | Recruiting and selecting | N3 | 5 | ja | Structured interview |
| K | HR policy and instruments | N3 | 5 | ja | Knowledge test |
| G | Listening and probing | N3 | 4 | nej | 360-degree feedback |
| V | Service calls and telephone contact | N3 | 4 | ja | Work sample test |
| G | interpersonal sensitivity | N3 | 4 | nej | Personality questionnaire |
| G | organisational awareness | N3 | 4 | nej | Situational Judgement Test |
| G | integrity and dependability | N3 | 4 | nej | Personality questionnaire |
| K | Applying basic employment law | N2 | 4 | ja | Knowledge test |
| V | Employer branding and recruitment | N2 | 4 | nej | Work sample test |
Se alla 25 kompetenser i den fullständiga profilen
Bedömningsverktyg för denna tjänst
Competency Check
Behavioral-Level Competency Assessment
Knowledge test (client-specific)
Professional knowledge test, customized for each client
Work sample test
Representative work sample under standardized conditions
360 Feedback
Multiple assessments based on behavioral anchors
Big Fifty
Personality questionnaire, 150 items, 25 factors
Structured interview
Behavioral interview with a fixed structure
Development Review
Structured development interview
Portfolio
Evaluation of prior work against fixed criteria
Communication Styles
Preferred communication style
Colour Profile (Jung)
Four color types, linked to Big Fifty factors
Big Fifty (Integrity Scale)
15PF
Personality Profile, a shorter alternative to the Big Fifty
Ability Scan
Aptitude Test: Verbal, Numerical, and Abstract Reasoning Skills
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