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HELP DESK
This event provides recognition for PBL members who demonstrate an understanding of and ability to provide technical assistance to end users.
This event consists of two (2) parts: an objective test and an interactive role-play scenario based on customer service in the technical field. The five individuals with the highest test score will be selected to present the case study. Finalists are required to complete both parts to be eligible for an award.
The one-hour objective test will contain questions on introduction to help desk concepts; help desk operations; help desk roles and responsibilities; help desk process and procedures; help desk performance measures; help desk setting; customer support; and management process.
ELIGIBILITY
Participants must have paid state and national dues postmarked by February 15 of the current school year.
State Each charter may enter one participant in this event.
National See national guidelines: www.fbla-pbl.org.
REGULATIONS
State When it has been determined that a student will represent the charter at state competition, the appropriate entry form must be sent to the state adviser received by the date specified in the SLC registration packet.
National See national guidelines: www.fbla-pbl.org.
• Participants must be selected in accordance with the regulations of the PBL state chapter and the national association.
• Members may compete in this event more than once if they have not previously placed in the top ten of the event at the National Leadership Conference (NLC). If a member places in the top ten of an event at the NLC, they are no longer eligible to compete in that event.
• Participants failing to report on time may be disqualified.
• Participants must furnish their own pens/pencils.
• Participants must adhere to the dress code established by the Board of Directors or they will not be permitted to participate in the competitive event.
• A lectern may be available. No microphone will be used.
• Two (2) 4" x 6" index cards will be given to each participant and may be used during the preparation and performance. Information may be written on both sides of the one note card. Note cards will be collected following the presentation.
• No additional reference materials, visual aids, electronic devices, or other items are to be brought to or used during the preparation or performance.
PRESENTATION
• Finalists must report to the holding room by the time specified in the State Leadership Conference program. Participants will be sequestered until their preparation times. Participants not reporting to the sequestering time prior to the beginning of the first performance will be disqualified. The order of performance will be drawn at random by an impartial person in the event office.
• Ten (10) minutes before the performance, each participant will receive the scenario. All participants will address the same scenario.
• The participant has five (5) minutes to interact with a panel of judges and demonstrate how he/she would solve the problem. The judges will play the role of the second party in the presentation; referring to the case for specifics. This is a role-play event.
• A timekeeper will stand at four (4) minutes and again at five (5) minutes.
• All performances are open to conference attendees except performing participants of this event.
JUDGING
Participants' scenarios will be evaluated by a panel of judges. All judges’ decisions are final.
AWARDS
State State awards for the top five places are presented at the State Leadership Conference.
National The number of awards presented at the National Leadership Conference is determined by judges and/or number of entries. The maximum number will be ten.