Dear Readers, Welcome to IT Help Desk Interview Questions and Answers have been designed specially to get you acquainted with the nature of questions you may encounter during your Job interview for the subject of IT Help Desk. These IT Help Desk Questions are very important for campus placement test and job interviews. As per my experience good interviewers hardly plan to ask any particular questions during your Job interview and these model questions are asked in the online technical test and interview of many IT companies.
A. Customers are a company’s jewel and they need to be looked after in a manner not less than perfect. The best type of customer service comes about when you have been able to help the customer and he puts the phone down happily!
A. It is true that many customers have trouble understanding what we at the helpdesk are trying to tell them especially through technical walkthroughs. Since we are not supposed to spend too much time on a call, should a situation like this arise, I usually take the customer’s email address and tell him I will write the walkthrough for him and email it so he can follow the steps. This way he can read and re-read the instructions and understand and follow them at his own pace.
A. The caps lock! Many customers make this mistake even though most modern operating environments prompt them when a caps lock is on. However, there are times when the customer has forgotten his password and we have to reset it and other technical problems associated with logging in.
A. Since I an A+ certified professional and also possess MCSE, I am quite familiar with hardware issues. From common hardware issues like a keyboard malfunctioning to more complex TCP/IP settings, I have skills in managing it all. Since I have working knowledge of networks and stand-alone personal computers, it is not too difficult to walk customers through troubleshooting procedures
A. I remain up-to-date regarding current trends and developments in the IT industry through internet, journals, books and acquaintances.
A. I am extremely expert in Hardware and Network troubleshooting. Besides, I am also skilled in installing operations systems, patches, antivirus, and other applications as required.
A. ITIL stands for Information Technology Infrastructure Library. It is basically a predefined set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.
A. I will call my supervisor or coworker right away to discuss the problem to find out a solution.
A. I will use emergency repair disk and try to fix the problem. If problem still arise, I will re-install windows.
A. First of all, I would check the hardware. If modem or LAN port is OK than I will check the TCP/IP configuration and network settings.
The whole business depends on the customer service, and if you are at the help desk you are holding an important position to help the customer in best possible way.
The key to run company effectively is that the resources are available and operational all the time, especially if it is an IT company. Helpdesk is necessary as it makes sure that resources are available for customer and also operational reasons.
To process your work quickly computer skills are very important these days. Computers not only make your work easy but also save your time and energy. I use internet, online books and other educational resource to upgrade my IT skills.
The first thing a help desk person must do is to try understanding the customer, also try to avoid the conflicts or any such things that disturbs the customer. Then you can confront with each other and try to solve the problem.
Ability to listen others
Ability to present your thoughts clearly
To be patient especially in a tense situation
I like to communicate with people. Help desk assistant job is a type of job where you continuously interact with people and help them to solve their problems.
I personally think that to help someone, language should not be barrier. Anyhow if you cannot help him out then the best thing would be to make him understand with the sign language (obviously when seeing the customer physically). Over a call, you can use google translate or similar tools to communicate with customer.
Try to give answer where you had a minimum conflict or misunderstanding with the customer, and then explain how you had solved the problem.
As far as I get another day off in place of weekend, I don’t have any problem in doing weekend Job.
When you do not know the answer, tell the customer straightway that you don’t know the answer instead of hitting behind the bush. And ask them to wait till further assistance provided by your colleague or supervisor.
When you bring smile on tense face of your customer by helping them and by solving their problems, it is the best thing that I enjoy during job. So, customer satisfaction is the best thing that I like most in my job.
This is a common question asked for help desk jobs, so again it is a personal question, and you can rate yourself on number 1 to 10 / 10.
Answer to this question will judge your level of patience, they want to check how positively you can take your criticism and how you deal with them without losing your temper.
Solving problem face to face is different than handling them on phone. To convince your interviewer that you have an ability to solve the problem you can put an example of any previous incident where you have solved the customer problem on phone easily.
This question is generally asked to check whether candidate is capable of working under different circumstances and with different people. As help desk associate has to constantly deal with different people of different departments, and to work with them smoothly and efficiently teamwork is very important.
Such situation is very common in a helpdesk job. This question is again put in-front of you to check your ability how you face the stressful situation.
Give your answer in brief and avoid telling something that related to customer service. If you want to say something that you don’t like than you can mention that long queue of customers waiting for their turn is something you don’t like.
Based on the priority, I will schedule my work and assignment accordingly.
First I will repeat the question and try listen to the customer and if the customer is annoyed and is not ready to listen what you are saying, the best thing is to transfer the call to supervisor or another assistant.
Explain him about your job responsibility in previous job citing few examples of customer handling and solving their problems.
Help desk associate responsibility is to give a satisfactory solution to their customer, and if the customer’s problem is not solved then a follow up needs to be taken till the problem is not solved.
A helpdesk ensures that the customer’s problems are resolved in a timely fashion. The service desk is a single point of contact between customer and company, where all the information regarding the company’s service are delivered.
Speak about the experience that is related to your position, tell them what are the responsibilities that were involved and also explain what additional thing you were doing like managing call or using any software. If you don’t have experience, you don’t have to worry, you can tell them you are a fresher.
IT and computer knowledge would be an additional assets for an helpdesk associate, and evencompany can take a help of computer software to minimize the workload and to communicate with the customer effectively.
If you have done anything then you can mention to the interviewer like attending a seminar on mass communication, or any computer course. But it is still ok if you haven’t done related to position.