Help Desk Interview Questions
Do you have an upcoming interview for a position working at a help desk? If so, prepare in advance by reviewing and practicing responses to common help desk interview questions. That way, you'll feel poised and confident expressing yourself during the actual interview.
Below is information on what employers want to find out about you during your interview for a help desk job. Also read below for information on how to prepare for the interview, and a list of specific interview questions you might be asked.
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.
Finally since these help desk problems, questions, and requests 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 (and even test) some of these skills.
Types of Interview Questions
Interviewers will ask various types of questions to learn whether or not you have the skills and experience for the job.
Others will be personal questions about your qualities as they relate to the job. For example, you might be asked how you handle pressure, why you want to work at a help desk, and more.
You might also get technical questions, similar to the ones you might need to answer on the job.
You will also likely be asked a number of behavioral interview questions.
These are questions about how you’ve handled certain work situations in the past. Other questions will probably be situational interview questions. These are similar to behavioral interview questions, but they involve future situations rather than past experiences.
Tips for Preparing for a Help Desk Job Interview
When answering questions during 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 callers who can't clearly convey technical issues, you can relate a story of how you dealt with a similar problem. These references to the past can help solidify your experience to an interviewer.
When answering a question using a specific example, use the STAR interview technique. Describe the situation you were in, explain the task you had to accomplish, and detail the action you took to accomplish that task (or solve that problem). Then, describe the results of your actions.
Another way to prepare is to practice answering interview questions. Read the list below, and practice answering each question. This will make you feel more confident during the interview, which will help you come across as a strong candidate for a help desk position.
Help Desk Interview Questions
What does excellent customer service mean to you?
What is your biggest strength? What is your biggest weakness?
What do you find most rewarding about working at a help desk?
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?
What programs have you used to log and date calls?
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?
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 will you fix the problem?
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. Read a list of these general questions here.