OVERVIEW: Two (2) parts: an objective test and interactive role play presentation. A 60-minute objective test will be administered onsite at the Section, State and National Conference. The role play part of this event consists of an open exchange between the competitor and the judges throughout the presentation. Finalists will be given a case study and will have 10 minutes to prepare for the role play presentation.
Objective Test Competencies: Help Desk Concepts; Help Desk Operations; People Component—Help Desk Process and Procedures; Information Component—Help Desk Performance Measure; Help Desk Setting; Customer Support as a Profession; Management Processes (see detail below)
Case Study: An interactive role-play scenario will be given based on customer service in the technical field.
Skills: This event provides recognition for FBLA members who demonstrate an understanding of and ability to provide technical assistance to end users. The ability to provide technical assistance to the users of computer hardware and software is essential to the success of any organization and its continued operation.
Event Specific Guidelines:
Performance Guidelines—Final Round
- Two (2) 4"x6" note cards will be provided to each competitor and may be used during event preparation and performance. Information may be written on both sides of the note cards. Note cards will be collected following the presentation.
- No additional reference materials allowed.
- Individuals should introduce themselves, describe the situation, make their recommendations, and summarize their cases.
- All questions raised in the case must be addressed during the presentation.
- Objective test scores will be used to break a tie.
- Final performances are not open to conference attendees.
Tips for Events Involving a Case Study and Interactive/Role Play
- Students will be given a case study and/or role play scenario for review prior to the performance.
- Participants will be given note cards to write on during practice, and may use the note cards in the performance room.
- Do your homework and look at the performance rating sheet for your event. The judges will be using the rating sheet to score each individual or team.
- In an interactive/role-play event, the judges will interact during the presentation and still might ask questions at the end.
- Review the Performance Indicators when reading the case study or role play scenario.
- If competing as a team, all team members must participate in the presentation.
FINALISTS: The top eight (8) individuals with the highest objective test scores will compete in the role play presentation portion of the event and consists of an open exchange between the competitor and the judges throughout the presentation.
Test: 1 hour
Prep: 10 min
Equipment Setup: N/A
Performance: 5 min
Warning: 4 min
Time Up: 5 min
Penalty Over Time: N/A
Q & A: N/A
JUDGING: Finalists have a total of five minutes to interact with a panel of judges and present the solution to the case. The judges will play the role of the second party in the presentation and will refer to the case for specifics. All questions raised during the case must be addressed during the presentation. The decision of the judges is final.
Sample Practice Materials
Help Desk Operations
1. Identify ways to promote the image of the support center.
2. Define policy and list the purpose of organizational policies.
3. Explain the role of the support center and list the responsibilities of the support center in meeting the needs of its customers.
4. Explain the value of the support center to the organization.
5. Identify common measurements used in support centers and describe how these are used.
6. List the reasons for logging all incidents or service requests.
7. Identify what information should be documented for incidents.
8. List the benefits of documentation, such as spelling and capturing complete thoughts..
9. List behaviors to avoid when documenting incidents..
10. Explain creative thinking and critical thinking and why they are important for problem solving.
11. Describe escalation and identify when to escalate.
12. Define up-selling.
13. Define cross-selling.
14. Identify the benefits of up-selling and cross-selling.
People Component—Help Desk Process and Procedures
Information Component—Help Desk Performance Measure
Customer Support as a Profession
- Information Technology
- Arts, A/V Technology, & Communication
- Business Management & Administration
- Human Services
- Information Techology