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 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 publication:  Chapter Management Handbook—current edition.

 

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 postmarked first-class mail by the date specified in the SLC registration packet.

 

National      See publication:  Chapter Management Handbook—current edition.

 

Participants must be selected in accordance with the regulations of the PBL state chapter and the national association.

 

Participants must not have entered this event at a previous National Leadership Conference or placed 1st or 2nd in this event at a previous State Leadership Conference.

 

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 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.