What Is A Help Desk
A help desk is a first point of contact between a business and its customers. It provides customers with support for a companys products and services. The aim of a help desk is to solve problems and deliver their support through a variety of channels such as phone, chat or email. Companies also have in-house help desks designed to provide assistance to employees using technology.
What Employers Want To Know
During a help desk interview, candidates are primarily evaluated based on their technical know-how, problem-solving abilities, and communication skills. Also, since help desk specialists get a wide variety of questions through email, chat programs, and the phone, interviewers will be looking for people who are flexible and prepared to take on a wide range of issues. A strong help desk employee is just as comfortable answering questions over the phone as in a chat program.
Finally, since help desk problems, questions, and requests from customers may range in tone from polite to rude and from calm to anxious, interviewers will be eager for candidates who are unflappable and can maintain their cool even during stressful situations. Therefore, expect interview questions that address some of these important customer service skills.
Can You Describe Some Of Your Previous Technical Support Experience
This is a broad question, but your response might reveal more about your experience in the sector. If you don’t have much experience, concentrate on what you’ve learned from what you have.
“My most recent position was with a timeshare agency for two years. Our sites all used the same systems, which frequently caused problems following deployments. I dealt with the problems that emerged and came up with the best answer.
We notified our development team if we noticed a significant number of the same issue to send out remedies. Before that, I worked as a mobile phone technical support representative.”
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How Would You Solve A Conflict With The End User
First of all, you should emphasize that you always try to avoid conflicts with the users. If a conflict happened, however, say that you would try to understand the customertheir point of view, and explain everything in a language theyd understand.
What is more, you should say that you understand the importance of customer service , and therefor you will never argue with a customer.
Tell the interviewers that you would try to stay courteousregardless of the words the person on the other end, regardless of your mood or emotions that you experience.
Doing Well In Your It Interview: General Tips
Before diving into specific questions, keeping a few things in mind can help you approach each question effectively.
1. Prepare for anticipated and unanticipated questions.
Itâs hard to anticipate every question thatâll come your way. Try to prepare several stories of successes and learning moments that you can pull on for a variety of questions. Preparation can include reading through the job description thoroughly, learning about a company to understand their goals and values, and looking up your interviewer on LinkedIn. Knowing as much as you can may give you a fuller picture of what to expect from an interview.
2. Technical questions arenât meant to trip you up.
In an IT interview, technical knowledge is important, but itâs not the only thing employers are looking for. You might run into several technical questions that you might not have specifically prepared for. In these cases, use what you do know to talk through how you would solve the item. Employers can be interested in how you approach problems you donât know how to solve, and how you perform under pressure.
3. Take opportunities to respond with an example or story.
Stories can be an effective way to illustrate an example, and can stay in peopleâs minds longer than vague descriptions. They can also give you a chance to dive deeper into the assets you bring to the job.
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How Do You Handle Tight Deadlines
IT teams often face daunting time constraints. You need someone who can work efficiently and accurately when under pressure. Ask this interview question of a potential employee, and youll at least get a sense of how they deal with stress and whether they can keep up with the pace of projects at your company. You could also follow up by asking if theyve ever missed a deadline and, if so, how they dealt with the situation.
What Are The Steps You Follow To Solve A Technical Problem
This usually asked IT uphold talk with inquiries would give your commonality the IT uphold the measure. Your answer would likewise be a key that would empower the business to plan to prepare whenever required.
Make sure to list down all the means for settling organized appropriately and furthermore answer that every association has its own arrangement of methodology.
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Q What Makes An Excellent Help Desk
Ans: An effective service desk must be able to report how long on average it takes to begin working on service demand from when they have been submitted, and how much time it takes to fix the problem. The service desk must run like a well-oiled machine, ready to react when you require them so that you can get back to your business.
Why Did You Decide To Go Into It
What theyâre really asking: Why are you here?
While technical skills can get you far, there’s a lot in IT work that can be learned on the job. Because of this, employers might look for somebody who has other qualities that can be linked to success, like passion and curiosity. This question can also be a way for employers to get to know you and your story.
Reflect on what aspect of IT you like. Is it solving problems for people, working with computers, learning new things, or something else? Showing your motivations for being in IT can give hiring managers a better idea of who you are, and your enthusiasm for the job and field.
Other forms this question might take:
Tell me about yourself.
Why are you interested in this job?
How Would Your Colleagues Describe You
The answer can reveal aspects of a candidates personality that arent covered on their resume. It also gives insight into how the individual perceives themself and the role theyre applying for. For example, if their answer focuses on their creative side, but the position is very analytical in nature, the job may not be a good fit.
What Skills Or Characteristics Make Someone An Effective Remote Worker
This is an important question to ask in our pandemic-changed world. Remote workers must be self-starters who can work with little supervision. They need excellent communication abilities, as well as stellar self-discipline and time-management skills. Not everyone has those qualities, and not everyone thrives working outside an office. You want to be sure your new hire will be both productive and comfortable if working off-site.
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It Interview Questions: Technical And Behavioral
Preparing for common questions can help you show up to your interview with confidence, allowing you to show off your communication skills and other soft skills.
The following job interview questions may come up throughout the hiring process for entry-level IT positions, like help desk technician or IT associate, or higher-level jobs that require more specific knowledge.
How Would You Approach Diagnosing And Resolving An Issue With A Software Program That Is Not Responding
This question tests the candidates ability to think on their feet and problem-solve.
When I encounter a software issue that is not responding, I first try to determine what steps were taken before the problem occurred. This can help me to narrow down the possible causes of the issue.
I then systematically eliminate each potential cause until I find the one that is causing the problem. I can often resolve the issue without contacting the software vendor for support by taking this systematic approach.
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Typical Help Desk Interview Questions
Help desk staff may be required to work outside the 9 to 5 day. Yourwillingness to have a flexible work schedule may be explored.
“Tell me about your current work schedule.”
Help desk workers need to constantly learn new technologies and stay current.
“How do you keep your knowledge and skills current?”
Demonstrate a willingness to learn and implement new knowledge.
Expect help desk interview questions that explore your product and technical knowledge.
“Inwhich areas do you consider yourself to be an expert, and how do youenvisage being able to utilize this expertise within this organization?”
Demonstrate that you understand the overallsystems environment as well as specific products. Highlight yourspecialist skills and how they will benefit this position.
“What are your strong points as an employee?”
Go this list of strengths to be ready for this interview question.
“Which areas would you like to improve on in your help desk role?”
Find good sample answers to the interview weakness question.
As An It Support Engineer Have You Learned From Your Mistakes
The real fact is that everyone who works makes a mistake. There is no loss in making a mistake while working. The main aspect of asking this question is to know if the candidate makes mistakes and learns from it without repeating.
To make this question an apt one, you can state an example where you made a mistake and learned from it and also never repeated the same.
An answer to this type of question can frame keeping in mind certain objectives related to your self:
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Help Desk Interview Questions For Remote Work
Remote work is increasingly popular, and help desk professionals may be called upon to assist colleagues or clients working from home.
7. Tell me about your experience with remote support.
A lot of help desk support requires remote access to the user’s device. Your candidate may have some experience of working with remote access systems, such as RemotePC or Zoho Support.
8. What other tools have you used when supporting colleagues remotely?
Ask candidates about what ticketing systems and remote login tools they’ve used. You might also inquire if they’ve had to use any system or network monitoring applications and what application tools they prefer.
Help Desk Specialist Interview Questions
Hire an experienced Help Desk Specialist or an ambitious candidate that you can train. Experienced candidates will have deep knowledge of products, services, and customers theyve worked with. They will have ready answers for the situational questions and excellent troubleshooting skills. For less experienced candidates, ensure that they have comfort with computers and basic knowledge of databases. A B.S. in Information Technology or Computer Science is desirable, as well as previous customer-facing experience.
Youre looking for more than technical skills when you hire Help Desk Specialists. This role is more about clear communication and critical thinking. They should be able to solve problems efficiently and have a genuine desire to deliver great customer service. They should be organized, composed, and empathetic. And if they need help, they should be able to make the right judgement call and ask for it.
Use these questions to evaluate your candidates troubleshooting skills and knowledge of IT. If written communication is important for this role, you may want to add a written take-home assignment as part of your hiring process. In the assignment, try asking them to walk you through a process or request a paragraph explaining a basic IT concept.
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What Strengths Do You Think Are Most Important In A Developer
A question like this can reveal what the interviewee feels they can bring to the position. Some candidates may focus on technical abilities and IT certifications, while others may talk more about problem solving, attention to detail, communication and other general job skills. Look for IT candidates who give a balanced answer.
When Was The Last Time You Had To Resolve An Issue With A Customer Over The Phone
Customer service employees are often required to resolve issues over the phone rather than in person. They need to be able to communicate clearly and effectively to help fix whatever problem is keeping their customer from being satisfied.
I recently had an angry customer call me about his refund check, which was never received. I tracked the check down and found out that it had been sent back to him because of an incorrect mailing address.
After a few phone calls, I finally got the check re-issued and delivered to his house. He was very happy with the outcome and even left me a positive review on Google.
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Can You Tell Us About An Occasion When You Were On The Receiving End Of Exemplary Customer Service
Exemplary customer service means different things to different people. Some people might appreciate a fast resolution to their problem, while others look for a kind and empathetic help desk agent. This question will help you identify the candidates whose values match those of your company and your customers, so they will fit in with your company culture.
What Field Experience Do You Have For A It Help Desk Technician Position
Speak about specifics that relate to the position you are applying for. If you do not have specific experience, get as close as you can.
If you are being asked this question from your employer then you can explain your experience. Tell the employer what responsibilities you were performing during your job. You can tell what programs you developed and what modules you worked on. What were your achievements regarding different programs.
I have been working with computers since 2001. I also have a degree in network support/computer repair. I have built my last 3 computers, have work with Dell as an employee. So I have around 15 years experience working with computers.
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What Do You Think About The Role Of A Technical Support Engineer
The job role of a technical support engineer is to maintain and monitor the computers and the networks of an organization or provide online support for the organization’s clients.
A technical support engineer is responsible for doing the following tasks:
- Install and configure the OS, hardware, software, and other online applications.
- Maintain and monitor computers and networks.
- Log in to customer’s and employee’s queries.
- Analyze and discover underlying issues.
- Find and resolve the issues related to both hardware and software.
- Testing new technologies and evaluate them.
- Perform safety checks, etc.
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Company Based It Support Job Interview Questions
1. What do you know about our company and our products?
To answer this question, you must have done your homework and to show it. You will need to know what the company does and something about its products. You will also need to be aware of recent developments and know a little about the leading figures in the company.
2. Why do you want to work for this organisation?
Let the interviewers know that you have done some homework by saying that in your job search their company stood out from the rest because ââ¦.â You should also mention the companyâs history, products, philosophy, reputation etc.
3. What are your reasons for wanting to work with us?
From your research on the company, you should be able to spell out what has attracted you to apply for the position â perhaps they focus on an area of research that you enjoy or would like to become involved with maybe they offer opportunities that competitors do not or possibly they are active in a field that interests you. Be careful, though, do not pretend to have an interest in something that you do not â your deception will be noticed.
Describe Your Help Desk Work Experience So Far
The main thing you should consider when evaluating applicants answers to this question is: Does their experience align with the responsibilities of your open role?
Your applicant may have limited help desk work experience. In that case, look for applicants who are motivated to grow and have some transferable skills from other roles, so that they can confidently transition into your open role and learn the required skills.
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Q2 Tell Me About Your Technical Certifications What Motivated You To Attain Them When You Did
Why Ask: You want to know if candidates have any certifications, such as A+, Network+, Security+, or MCP. These certifications and the timing of when candidates acquired them help you understand your candidates motivation for learning IT. They also indicate how seriously candidates are taking their IT careers.
What to Listen For: Listen for answers that demonstrate a candidates motivation for pursuing a certification including how long from the end of their education until they achieved their certification answers that reveal just how seriously they take their IT career.
Why Do You Want To Work As A Help Desk Specialist
The key is to talk about things you want to bring onboard , rather than about things you want to take from them .
They should hear enthusiasm in your voice from the very first moment. They should feel that you genuinely want to work in help desk, and did not apply by chance, or because you failed in interviews for other positions, and need basically any job.
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