Recruitment in Small Business - Success Story
The Brief: IT support firm entering major growth phase required IT Engineers to service clients across Melbourne in their businesses and private homes.
The Challenge: Victoria was undergoing a labour shortage of suitably experienced engineers. The combination of technical knowledge and customer service skills made finding suitable applicants even more difficult.
Action Taken: It was decided that “customer service focus” needed to be the top priority and that technical skills could be supplemented by rigorous ongoing training by the organisation. Technicians could also be supported by the company's online knowledge base and as a last resort they could bring the machine into the workshop for further testing.
Incite Solutions approached TAFE's and Universities where IT courses were undertaken in search of potential casual employees who had at least some technical knowledge. Applicants were phone screened for customer service ability, work ethic and interest in the industry (selection criteria). In conjunction with the client we developed a technical test to be taken prior to interview which would gauge the applicant’s technical aptitude.
A survey of high performing Engineers currently working at the organisation was conducted to assess what behaviours were needed to do the job well and important cultural-fit elements.
Results: Ten casuals were recruited. Technical and customer service training was implemented as a weekly requirement. Many of the recruits went on to become Team Leaders after finishing their studies.
The testimonial: “With huge growth ambitions we needed robust HR systems and Taimi ensured we had everything in place to grow from 5 people to over 50 in just a few years.” Brad Bond, Manager, Invizage Technology Pty Ltd