Help Desk Interview Questions

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Do you have an upcoming interview for a position working at the help desk? If so, prepare in advance by reviewing and practicing responses to these common help desk interview questions. That way, you'll feel poised and confident expressing yourself.

What Employers Want to Know

During a help desk interview, candidates are evaluated based on their technical know-how, communication skills, and problem-solving abilities.

And, 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 technical issues.

As well, since these help desk problems, questions, and requests may range in tone from polite to rude and calm to anxious, interviewers will be eager for candidates who are unflappable and can maintain their cool even during stressful situations.

Tips for Answering

When answering questions in your interview for a help desk position, it can be helpful to give examples of how you have managed similar situations in past jobs. For instance, if you are asked how you would handle clueless callers, who can't clearly convey technical issues, you can relate an story of how you dealt with a similar problem. These references can help solidify your experience to an interviewer.

Below you will find a list of frequently asked questions for help desk specialists.

Help Desk Interview Questions

What does excellent customer service mean to you?

How do you keep your IT knowledge and skills current?

In which IT areas do you consider yourself to be an expert?

What is ITIL? How can you apply ITIL to your position at a help desk?

Imagine someone calls with a technical issue with which you are completely unfamiliar.

How would you handle the situation?

Imagine a caller has trouble understanding what you are trying to explain to him. What do you do to help him understand you?

If a customer calls saying his computer won't boot, how will you troubleshoot it?

If someone finds that their Internet connectivity is down, how would you fix the problem?

Tell me about a time when it was particularly difficult for a caller to explain a problem to you. How did you reach an understanding of the issue?

Give me an example of a time when you had to simplify complex information to explain it to a caller.

Tell me about a time when you had to deal with a particularly hostile customer or caller.

How did you handle the issue? Is there anything you would have done differently?

Tell me about a problem you had to solve that really tested your analytical abilities. What resources did you use?

How have you responded in the past when you received negative feedback from a customer or caller about you personally?

What programs have you used to log and date calls?

General Job Interview Questions
In addition to job specific interview questions, you will also be asked more general questions about your employment history, education, strengths, weaknesses, achievements, goals and plans.

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