Talent Acquisition

Our experienced process

Our tried and tested methodology

Our talent acquisition process begins much earlier than the signing of an agreement. Finding good people is like nurturing a garden - it takes time, love and persistence.

Brand Awareness

Becoming a recognized brand requires:

Social media
Email campaigns
Contributing content to publications
Digital content including podcasts
Advertising in local publications
Relationships with campus counselors

Ideal Candidate Profile

We look for the following:

Ability to manage multiple technologies
Positive attitude
Good work ethic
Confident communication
Strong technical skills
Personal values

Pipeline Building

In order to generate candidates we:

Hold walk-in recruitment events
On-campus recruitment drives
Attend job fairs
Social media
Display ads
Job boards
Referral programs

Hiring Timeline

Nothing happens overnight, but we have built out a robust process to help support our client hiring needs.

Technical Roles

Dispatchers
Service Coordinators
Helpdesk
Sr. Helpdesk
System Admins
Sr. System Admins
Subject Matter Experts
Technical Account Managers
Service Managers
Product Managers
Developers
Database Developers

Sales and Marketing:

Researchers
Business Development Reps
Customer Experience
Digital Marketing
Content Writing
Social Media
Marketing Managers

All Operational Functions including:

Accounting
Human Resources
General Administration
Administrative Assistants

With Self-Managed, we can hire any role, below are some of the most commonly sourced.

Our Candidates

It's not just about hiring any employees, it's about finding the best talent in the industry. We recruit our technical talent from the top multinational corporations in Northern India and the Philippines. Our employees have 1 year of experience providing support to English-speaking end users via phone, email and or chat.

The Search Begins

Pre-Screening

ITBD requires all recruits to have sound comprehension skills, demonstrate verbal and technical skills, have active listening skills and a clear understanding of why we thank a customer for their business on every interaction.

This, along with our core values alignment, will never be compromised.

Phone screening
Review job order
Confirm interest
Hiring parameter checks
Stability check
Employment history
Education
Validation
Notice period check
Compensation expectations

Core Values Alignment

Everyone wants to work with good people and in a strong culture.

Our job isn't just to find you candidates, but to make sure they embody the values that will thrive in our culture. We will never compromise on our values assessment, and it is a key component of our hiring process.

Learn more about our values

Round 1

Meet and Greet

In this round we evaluate candidates in 3 key areas:

Verbal & written communication skills
Customer service skills
Cultural alignment with ITBD core values

Communication is Key

Conducted by the Learning & Development team, during this round we will evaluate candidates on:

Values based questions
Comprehension skills
Active listening skills
Written skills
- Sentence formation
Communication skills
- Pronunciation
- Fluency
- Vocabulary
- Sentence mastery

Rounds 2 and 3

Hiring Team Interviews

Whether for a technical role, or operational, these next two rounds are focused on the specific job requirements for the role.

#2 Skills Assessment

Conducted by a senior leader from the respective hiring team to ensure the candidate has the appropriate skills for the role.

#3 Operational Interview

Conducted by our global and US managers, along with the partner hiring leader, in this round we confirm previous evaluations and appropriateness for the job role. We will assess for skills, culture, communication and core values.

Round 4

It's down to the details…

Salary Negotiations

During this process it is key that we:

Prioritize their requests
Ask for supporting documentation
Be kind but firm
No wrong commitments

Background Check

All ITBD resources must successfully complete a criminal background check before employment is offered.

Upon request, a copy of this report can be provided to customers.

Reference Check

All candidates must provide employment references before employment is offered.

Employee references are confidential and will not be shared.

Round 5

Extending the Offer

Upon successfully completing these steps candidates are presented with an offer of employment. For technical roles, if the offer is accepted, the engineer is placed on our virtual bench (pre-employment phase) until they begin the MSP Way Boot Camp™ training. All other candidates will be put into our onboarding process.

IT By Design only hires roughly 30% of the candidates that complete the interview process. Most applicants are rejected based on lack of communication and customer service abilities.

Our Onboarding Process

Once a candidate has been selected and the agreement signed, a member of our CX team will schedule an onboarding call. During this conversation we will cover:

Performance

Key Performance Indicators (KPIs)
Scorecard
Consequence management

Growth

Career development plan
Training plan

Employee Logistics

ITBD employment policies
System setup
Points of contact

Knowledge Transfer

Systems and tools
Customer policies
Standard Operating Procedures (SOPs)