The general responsibility of the help desk personnel is to provide customer support services on the company platforms.
He or she should troubleshoot technical problems and provide solutions to customers.
If you are applying for this position, you may have an experience on
diagnosing and resolving technical issues using standard help desk
procedures and tracking applications. You should also keep up with
system information knowledge and updates.
Therefore, one has to have a working knowledge of fundamental operations of relevant software, hardware and other products.
This article provides help desk support interview questions for : IT
support, computer support and help desk analyst. The article also
provides general questions.
Help desk job: interview questions for help desk
General
• How did you hear about our products and company?
• Do you use any of our products or similar products/competitors?
• Would you say that you are hands on type of person?
• What is your expected period for an average call?
• Have you ever dealt with service and warranty centers?
Behavioral
• How would you describe your interpersonal communication skills?
• Have you ever had to deal with an extremely difficult
customer/caller? How did you handle the situation? What do you do to
de-stress?
• Have you ever been unable to help a customer or diagnose their
technical problem? What did you do? Was it because you did not have the
right knowledge to solve the problem or issue?
• Have you ever had a customer get very angry ? How did you handle the situation?
• Have you ever not been able to solve an help desk call?
• If the customer is requiring knowledge of a product you do not have, how would you react?
• Would you describe yourself as organized?
• Have you ever felt a call was taking too long, and what did you do?
Team
• How do you work as part of an help desk team to solve a problem?
• Do you solve problems better as a team member or individually?
• Can you describe a time when you worked with other help desk
personnel to solve a problem or issue for a customer? Was it satisfying
for you to be a part of that team?
• How do you work with other team members?
Answering the above questions:
Basic problem solving and the ability to overcome and handle a stressful customer or situation will highlight your skills.
Most of these questions will focus on how self-motivated you are. In
this area, you will be dealing with customers on a personal basis.
Therefore, not only your technical knowledge is important, but also
your customer service skills – helping a customer whatever the
situation could be.
Past situations in which you were successful should be prepared and practiced giving strengths to your problem solving skills.
IT help desk interview questions and Computer Help Desk Questions
• What IT help desk tools have you used in the past?
• What types of software applications and networking programs tools
do you use? Can you list different IT products and your knowledge of
these?
• Have you ever been responsible for maintaining a network setting? What was the base size, and expectations?
• Describe your IT trouble shooting procedure?
• What programs have you used to log and date calls?
• Describe you experience in: firewalls, spy ware detection and virus ware implementation.
• Describe your knowledge in: PC hardware and operating systems.
Answering these questions:
If you are applying for these help desk positions, you may have deep IT
and computer knowledge – you must have mastered your skills on many
products.
Therefore, you want to display that there is no given situation too complicated.
You should present not only your knowledge of certain operating systems
and IT products, but also your trouble shooting abilities must be on a
ground level.
Help Desk Analyst Interview Questions
• How have you built knowledge of products and services?
• What type of process discipline do you use?
• What communicating and networking systems are you familiar with?
• Have you ever used SAP or similar system?
• How do you manage and organize several departments? How do you monitor these departments?
• What type of systems development skills do you possess?
• What are your administration practices?
• What may be some issues you may perceive could cause possible calls by end users/ customers?
• What steps do you take when taking a delicate call like – the
caller is concerned with their warranty or asking for a return or
refund?
• Are you familiar with service manuals/schematics and how do you use them?
• What if a warranty period pasts and a customer decide to turn down your support?
• Do you believe a customer could cause damage to a product and
expect the company to fix or replace it? How would you handle this
situation?
• What is your ability to self-learn?
Answer:
The help desk analyst is the specialist on issue concerning the help
desk performance – beyond the help desk the analyst supports any given
situation.
Additionally, one may be required to provide training to help desk employees in various sub areas of the company.
Therefore, you want to be able to demonstrate your leadership and
teaching skills with your answers. Being prepared for any situation and
a diverse knowledge of Help Desk practices will be very important.
Make sure you have certifications and proof of any classes or programs you have attended in your portfolio.
Understanding the basic need of the jobs listed above will play a key role in landing this type of position.
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