Help desk interview questions are a great way to select the best candidates from those who want a job. Interviewing for a help desk position is an opportunity for you as the interviewer to get insight into how prospective employees think and solve problems. If you’re looking for some help with your interviewing process, we’ve compiled some of the most popular questions employers have asked in recent years!
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Help Desk Interview Questions and Answers
Tell me about yourself?
It is one of the most common job interview questions because it gives you an idea about what makes a candidate tick. Talk about your professional and educational background, personal interests.
Example Answer
I am a recent graduate of ABC University with a degree in computer science. I have always been interested in technology and love working with computers. I have also had experience volunteering as a tech support representative for my school’s help desk, where I gained valuable experience resolving issues for students and faculty.
I am proactive and enjoy problem-solving; I have a knack for figuring out what is happening with computers and fixing them.
How is your experience with technology?
If you’re interviewing for a help desk position, this question will give you how comfortable the candidate is working with computers and other technology.
The interviewer may ask follow-up questions about specific technologies used in the workplace, so be prepared to answer those.
Example Answer
I have been using computers since I was a kid. My parents got me my first computer when I was eight, and I have been hooked ever since. In high school, I took a course in basic programming and started teaching myself how to code.
I also volunteered as the tech support representative for my school’s help desk, where I gained invaluable experience resolving issues for students and faculty. I am comfortable using various software and platforms and feel confident troubleshooting any issue.
Tell me about a time when you had to solve a complex problem?
If the interviewer asks this question, they want to know how you handle complex challenges. Talk about a time when you had to use critical thinking skills and creativity to find a solution.
Example Answer
My first job out of college was at a small software company, where I was tasked with setting up and maintaining their network. It wasn’t long before we started experiencing multiple issues on our systems, affecting productivity throughout the office.
I spent days fixing these problems but kept running into dead ends; it became very frustrating. We had a meeting one day, and I decided to take the lead on resolving our problems, which was outside my job description.
After several hours of research, testing different configurations and settings with no success, we found an obscure solution that fixed all of our issues! The only thing I can attribute this win to is pure determination and perseverance.
What technological advances are you excited about?
Suppose the position you’re interviewing for requires a high degree of technical knowledge. In that case, this is an important question to answer because it will show how interested and aware of new developments in your field you are. If possible, try to relate some recent news or advancements on what’s going with the technology you’re familiar with.
Example Answer
I am excited about the advancements in artificial intelligence and machine learning. I have been following this area for a while now and am fascinated by how computers are starting to learn independently, without any human input.
This is something that I see having a big impact on the tech industry soon, and I am excited to see where it goes.
What are some of the most common issues that desktops or laptops experience?
This is a very common question and will give you an idea of what type of experience the candidate has with computers. This answer should also include some possible solutions to prevent these issues from happening in the future (if applicable).
Example Answer
There are many different types of problems that can arise, but there are two main categories: hardware or software.
Hardware issues can include a broken screen, a failing battery, or an unresponsive keyboard. Software issues are caused by problems with the operating system or installed programs.
There are many ways to troubleshoot these issues, but some common solutions are restarting the device, running a virus scan, or reinstalling the software. Prevention is key when it comes to computer issues – keeping your device updated and running a virus scan regularly can help avoid problems before they happen.
What are some ways that IT departments work with developers?
The interviewer will be looking for candidates who have experience working closely within an organization where both technology teams need to collaborate on projects. This question is more geared towards technical positions but can also be asked in help desk interviews.
Example Answer
There are many ways that IT departments and developers can work together. One way is to have the developers create applications or software compatible with the company’s existing systems.
Another common approach is to have a dedicated team of developers who work exclusively on developing internal software for the company.
When working with developers, IT staff should understand how applications and program code can affect running systems; this helps minimize problems that arise when new programs are implemented on existing setups.
How would you define “service level agreement,” and why is it important for businesses to have in place?
A service level agreement is a contract between a business and its service providers that outlines the specific services provided and the expected quality of those services.
Businesses need to have an SLA in place because it helps to ensure that both parties are aware of what is expected of them and provides a framework for measuring service quality.
If there is a problem with the service, both the business and the service provider can refer to the SLA to see what steps need to be taken to resolve the issue.
What are some of your favorite tools for resolving tech issues?
This question gives you an idea of what kind of tools and technologies the candidate is familiar with.
Example Answer
There are many different types of tools to resolve tech issues, but some of my favorites include diagnostic software, remote access programs, and system restore utilities.
These tools can help to identify and fix common problems, as well as troubleshoot more complex issues. Being familiar with these kinds of tech tools can help you become a more effective technician.
How do you prioritize your work when there are multiple open tickets and deadlines to meet?
This question tests the candidate’s ability to prioritize and manage tasks under pressure.
Example Answer
There are many different ways to prioritize work, but one approach that I find helpful is to group tickets by type or severity. This way, I can address the most urgent issues first and then move on to less critical tasks.
Another method that I sometimes use is to order tickets by the due date – this helps ensure that all deadlines are met. It may be necessary to delay a task to address an emergency issue in some cases.
It’s important to be flexible when prioritizing work and be prepared to change your plan as the situation changes.
Do you have any experience working with desktop or laptop imaging?
Imaging is a common task performed by IT support staff.
Example Answer
Yes, I have experience with this type of work – in my previous position as an IT technician, the company used imaging technology to deploy new machines and quickly restore computers affected by viruses or other problems.
This allowed us to streamline our computer deployment process and eliminate many common issues with manual installations.
What is the most important attribute for a successful help desk technician?
This question helps to reveal the candidate’s values and priorities.
Example Answer
One of the most important attributes for a successful help desk technician is knowledge or experience in IT support work, especially troubleshooting problems and identifying solutions. This allows you to do your job more effectively by quickly analyzing situations and determining what steps need to be taken to resolve the issue.
Another important attribute is customer service skills – being able to effectively communicate with users and help them troubleshoot their problems can make a big difference in the level of satisfaction they experience.
Tell me about when you had to go above and beyond your job duties to resolve an issue.
This question helps gauge the candidate’s willingness to take the initiative and go the extra mile.
Example Answer
One time, I was working on a project that was due the next day, and I received a call from a user who was having problems with their computer.
I could have just told them that it wasn’t my area of expertise and hung up, but I decided to look at their computer anyway. After a few minutes of troubleshooting, I resolved the issue, and the user was very grateful.
I think that it’s important to be willing to help out whenever you can, even if it’s not in your job description. This type of attitude demonstrates a dedication to customer service and can make a difference in the level of satisfaction that users experience.
How would you approach diagnosing and resolving an issue with a software program that is not responding?
This question tests the candidate’s ability to think on their feet and problem-solve.
Example Answer
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.
Do you have any experience working with remote desktops or VPN?
Remote desktop and VPN are common methods of connecting to a computer remotely.
Example Answer
Yes, I have experience with this type of work. In my previous position as an IT help desk technician, I was responsible for supporting the company’s remote desktop and VPN issues.
This allowed employees to connect to their work computers from home or while traveling, making it easier for them to stay productive even when they were not at the office.
How would you go about resolving an issue with Microsoft Word?
Microsoft Word is one of the most commonly used word processing programs in businesses today. Help desk technicians need to be able to effectively troubleshoot issues with this type of program as it can cause a lot of frustration for users.
Example Answer
I would start by trying to reproduce the issue on my computer. This will help me rule out any potential software issues that could be causing the problem.
If I cannot reproduce the issue, I would try to find a workaround solution or contact Microsoft for support. Sometimes the best solution is to uninstall and then reinstall Microsoft Word. This can often fix any corrupt files or settings that may be causing the issue.
Do you have experience with Apple products?
Apple products are becoming increasingly popular in businesses, so help desk technicians need to be familiar with them.
Example Answer
Yes, I have experience working with Apple products. In my previous position as a help desk technician, we used both MacBooks and iPads to log tickets from users experiencing issues with their computers or mobile devices.
I even had some training on how to troubleshoot Mac OS X if any of the employees encountered a problem with their computer.
Customer Service Help Desk Interview Questions
What is your experience with customer service?
This is a general interview question that you should be prepared for. Please talk about your experience with customer service and how effective it was in helping the company reach its goals.
Example Answer
I have had experience working as a help desk at my current job, where I am in charge of resolving issues for clients. I also volunteer with the local library’s help desk and enjoy helping patrons look up information on our database system.
My favorite part about this job is that we can offer self-help resources to our patrons, which saves us a lot of time and money.
How do you deal with customers who are not happy with their service?
You will inevitably have to deal with unhappy customers in any customer service position. It’s important to resolve their issues quickly to keep them satisfied and return for more business.
Example Answer
I always try my best to remain calm when dealing with angry or upset customers to effectively communicate what needs to be done to resolve their issues.
If the customer is still not happy after resolving their issue, I will do my best to apologize and offer them a discount on their next purchase. This usually helps appease them and prevent them from leaving negative feedback online.
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.
Example Answer
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.
If a customer contacts you with an issue that is not urgent, how do you decide whether or not to address it right away?
Customer service help desk employees don’t always have a lot of time to deal with non-urgent issues, but it’s important that they can prioritize them.
Example Answer
I would first take some time to talk through the issue and find out more information about what is causing the problem. If I can easily reproduce the problem myself, I will immediately try to solve it.
If the issue is more complex and requires some research, I would add that ticket to my queue to work on resolving it as soon as possible.
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Best Customer Service Interview Questions and Answers
Software Questions
- What is your experience with applications like Adobe?
- Have you worked on Microsoft office 365?
Communication skills Interview Questions
- What do you think is the most important trait for any help desk technician to possess?
- Describe how comfortable you are with technology and technical terms.
- Some subjects make it difficult for you to communicate effectively (i.e., uncomfortable topics)? If so, why?
Help Desk Problem-Solving/ Troubleshooting Interview Questions
- How would you approach solving a problem that you’ve never encountered before?
- Can you give me an example of a time when you had to work with someone else’s code or software to solve a problem?
- If you were presented with an unfamiliar problem, what steps would you take to try and solve it?
- What do you think is the best way to troubleshoot an issue?
- How do you approach diagnosing and resolving an issue with a software program that is not responding?
- Tell me about when you had to go above and beyond your job duties to resolve an issue.
Help Desk Teamwork Interview Questions
- How would your co-workers describe you as a worker or team member?
- Do you prefer to work alone or with a team?
- How did you establish trust and respect among your co-workers when working on a project together for the first time?
- How do you deal with co-workers who are difficult to work with?
Best Teamwork Interview Questions and Answers
Adaptability Interview Questions and Answers
General Questions
- What do you think is the best way to document a solution so that others can use it?
- Do you have any experience working in a remote help desk environment?
- Are you able to work weekend shifts?
- How do you keep updated with new technology?
- What is most rewarding in a help desk role?
Do you have any questions for me?
This is always an important question, as it allows the candidate to get more information about the role and assess whether or not it’s a good fit for them.
Example Questions
- What are the most common types of issues that you see?
- What kind of training and development opportunities are available for help desk technicians?
- What is the team structure like?
- How does the company handle problem tickets?
- What is the company’s policy on overtime?
These are just a few examples – the candidate should use their best judgment when deciding which questions to ask.
Help Desk Job FAQ
What does a help desk do?
A help desk provides support to users of computer software or hardware. They may answer questions, solve problems, or provide training. Help desks are often staffed by technicians who have expertise in a particular type of software or hardware.
What are the responsibilities of a help desk?
The responsibilities of a help desk vary depending on the size and type of organization. In general, help desk staff answer questions from computer users by phone or email.
They may also troubleshoot problems using software support tools such as remote control programs and chat sessions with customers’ computers. Help desks can be based in a call center setting, where they field calls that come into an automated system, or they can be embedded within a company’s computer support department.
What certifications do I need for the help desk?
There are no specific certifications required for a help desk position. However, many help desks require or prefer candidates who have earned the Microsoft Certified Desktop Support certification. The Apple Certified Support Professional (ACSP) is also popular among help desks that support Mac users.
Conclusion
We hope this gives you a good starting point for your next help desk interview! Be sure to check out our other resources for more tips and advice.
And that’s it! We hope you found these help desk interview questions helpful, and good luck with your upcoming Interview. If you have any questions or want additional advice, feel free to reach out to us anytime. Thanks for reading!