Skills Council of Canada

Assessment to determine skill gaps

IT Service Desk Specialist

Test Description

This test measures the candidate’s knowledge to troubleshoot hardware, software, and operating system issues, to set up equipment, to install and perform minor repairs to software and hardware, to monitor and respond to security issues, and to perform directory services administration.

The test covers several subject areas: Cybersecurity Awareness, General IT Infrastructure Skills, IT Service Desk, ITIL® 4, Mobile Device Management, Networking Essentials, PC Hardware, and System Administration for Windows and Macintosh OS.

It can be used to measure the performance potential of candidates for the following positions: Computer Support Specialist, Technical Support Specialist, and Help Desk Analyst.

Each assessment provides an overview of your job role skills. This includes the essential, soft and technical skills? Assessments can be customized to create more difficult, complex evaluations.

What are the essential skills?

Technical troubleshooting and problem-solving skills
Excellent communication and customer service skills
Knowledge of ITIL framework and best practices
Ability to prioritize and manage multiple tasks simultaneously
Familiarity with various operating systems and software applications
Understanding of network infrastructure and protocols
Experience with remote desktop support tools
Attention to detail and accuracy in documentation and record-keeping
Ability to work independently and as part of a team
Continuous learning and staying up-to-date with new technologies and trends

What are the soft skills?

Excellent communication skills
Strong problem-solving abilities
Patience and empathy
Active listening skills
Ability to work well under pressure
Attention to detail
Customer service orientation
Adaptability and flexibility
Teamwork and collaboration
Time management and prioritization skills

What are the technical skills?

Proficiency in operating systems such as Windows and macOS
Knowledge of networking protocols and troubleshooting techniques
Familiarity with remote desktop tools and software
Ability to diagnose and resolve hardware and software issues
Understanding of Active Directory and user account management
Experience with ticketing systems and incident management processes
Knowledge of mobile device management and support
Familiarity with cloud-based services and applications
Ability to configure and troubleshoot email clients and servers
Understanding of IT security principles and best practices

Why is an assessment important?

Assessments are important for many reasons, both in educational and professional settings. Here are some of the key reasons why assessments are important:

Measure Learning: Assessments are used to measure the level of learning that has occurred, allowing instructors and employers to identify strengths and weaknesses in a student or employee's knowledge and skills.
Identify Gaps: Assessments can also help identify gaps in learning or performance, allowing instructors and employers to provide targeted support and resources to address those gaps.
Evaluate Effectiveness: Assessments can help evaluate the effectiveness of teaching methods, training programs, or learning materials, allowing instructors and employers to make data-driven decisions to improve their offerings.
Provide Feedback: Assessments provide valuable feedback to both students and employees, helping them understand their progress and identify areas for improvement. This feedback can motivate individuals to work harder and achieve their goals.
Support Decision Making: Assessments can also be used to support decision-making processes, such as hiring decisions or admission to academic programs.
Standardize Processes: Assessments help standardize processes and ensure that all students or employees are evaluated using the same criteria, making it easier to compare results across individuals or groups.

Improved Hiring Efficiency

Customizable assessments, companies can efficiently and effectively evaluate candidates' skills, knowledge, and abilities, reducing the time and resources required for hiring.

Accurate Candidate Evaluation

Comprehensive testing and assessment platform provides accurate and objective insights into candidates' skills, knowledge, and abilities, enabling companies to make informed hiring decisions based on objective data.

Customizable Assessments

Platform allows companies to create and customize assessments tailored to their specific job requirements and skill sets, ensuring that they are evaluating candidates based on the skills that are most critical to their business.

Enhanced Employee Performance

Platform includes a range of assessments and training programs designed to improve employee skills and knowledge, helping companies build a more skilled and capable workforce. By identifying skill gaps and providing targeted training, companies can improve employee performance and productivity.

Accurate Results

Proprietary algorithm guarantees that your assessments are accurate and unbiased, eliminating any potential for human error or bias. This means that you can confidently make informed decisions about your candidates, knowing that the results are based solely on their skills and abilities.

Access Pre-Paid Assessments

At Skills Council of Canada, we're dedicated to empowering individuals from vulnerable communities to realize their career aspirations. Part of our commitment includes providing access to job-role and subject-based assessments to identify and address skill gaps. We deliver these services exclusively through our partner organizations that serve vulnerable populations. To avail of these pre-funded services, your organization needs to partner with us and demonstrate your commitment to serving vulnerable communities in need of support.

Become a partner