A four-page structured interview rubric for L1 (tier-1 service desk) technician hiring. Covers technical screening questions, troubleshooting scenarios, communication skills assessment, and a scoring
A four-page structured interview rubric for L1 (tier-1 service desk) technician hiring. Covers technical screening questions, troubleshooting scenarios, communication skills assessment, and a scoring matrix. Includes a pair-screening section for assessing how candidates work with a senior technician.
Unstructured interviews produce inconsistent hiring decisions. This rubric standardizes the L1 interview so every candidate is evaluated on the same dimensions — technical aptitude, communication quality, and coachability — which are the three factors that predict L1 success.
Send the technical screening questions to candidates before the interview. Use the in-person portion for the troubleshooting scenarios and communication assessment. Score each dimension immediately after the interview while your memory is fresh. Don't average scores — a candidate who scores a 1 on communication cannot be coached out of it.
This rubric is designed as a starting point. Adapt the technical questions to your specific environment and service catalog. Ensure your interview process complies with employment law in your jurisdiction.