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15 Help Desk Interview Questions (With Example Answers)

It's important to prepare for an interview in order to improve your chances of getting the job. Researching questions beforehand can help you give better answers during the interview. Most interviews will include questions about your personality, qualifications, experience and how well you would fit the job. In this article, we review examples of various help desk interview questions and sample answers to some of the most common questions.

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Common Help Desk Interview Questions

What are the most common issues that you see at the Help Desk?

An interviewer might ask this question to gauge the Help Desk's level of experience and expertise. It is important to know the most common issues that Help Desk sees because this can help the company resolve these issues more efficiently. Additionally, it can help the company identify areas where training or process improvements may be needed.

Example: “The most common issues that we see at the Help Desk are related to password resets, email account set-up and configuration, and printer/scanner set-up and configuration. We also frequently get questions about how to use specific software applications, such as Microsoft Office or Adobe Photoshop.”

What is your process for handling a customer issue?

The interviewer is trying to determine if the help desk is able to effectively handle customer issues. This is important because it can help the company avoid potential problems and improve customer satisfaction.

Example: “The first thing I do when a customer contacts me with an issue is to try and replicate the problem they are having. This helps me to rule out any potential user error and to get a better understanding of the issue. Once I have replicated the problem, I will start troubleshooting by checking for any obvious solutions. If there are no obvious solutions, I will begin doing some research on the issue. This may involve consulting with other members of my team, looking through our knowledge base, or reaching out to the manufacturer for support. Once I have found a potential solution, I will test it out and verify that it works before passing it on to the customer.”

How do you prioritize customer requests?

One of the most important aspects of working in a help desk is being able to prioritize customer requests. This is because the help desk is often inundated with requests and it is not always possible to address all of them immediately. By being able to prioritize requests, the help desk can ensure that the most urgent and important requests are addressed first. This question allows the interviewer to gauge the applicant's ability to prioritize and also to understand how they would go about doing so.

Example: “There are a few different ways to prioritize customer requests. One way is to prioritize based on the urgency of the request. For example, if a customer is experiencing a complete system outage, that request would be given a higher priority than a customer request for a new feature. Another way to prioritize customer requests is based on the impact of the request. For example, a customer request that impacts a large number of users would be given a higher priority than a request that only impacts a small number of users. Finally, you can also prioritize customer requests based on the revenue impact of the request. For example, a customer request that would result in increased revenue for the company would be given a higher priority than a request that would not have any impact on revenue.”

How do you handle difficult customer situations?

An interviewer would ask "How do you handle difficult customer situations?" to a/an Help Desk because it is important to know how they would handle a difficult customer. This is important because it shows how they would handle a difficult situation and if they would be able to keep a customer happy.

Example: “There is no one-size-fits-all answer to this question, as the best way to handle a difficult customer situation will vary depending on the specific situation and the customer in question. However, some tips on how to handle difficult customer situations effectively include remaining calm and professional, actively listening to the customer's concerns, and empathizing with their situation. It is also important to try to resolve the issue as quickly and efficiently as possible.”

What do you do when you don't have an answer to a customer's question?

An interviewer would ask this question to a help desk in order to gauge how the help desk would handle a situation where they do not have an answer to a customer's question. This is important because it shows how the help desk would deal with a difficult customer situation and whether or not they would be able to find a resolution.

Example: “There are a few things you can do when you don't have an answer to a customer's question. The first thing you can do is try to find the answer yourself. This may involve doing some research or reaching out to other members of your team for help. If you still can't find an answer, you can apologize to the customer and let them know that you will do your best to find an answer for them. You can also offer to escalate the issue to someone who may be able to provide more assistance.”

How do you stay up-to-date on new technology and products?

The interviewer is asking this question to gauge the Help Desk's commitment to keeping up with new technology and products. It is important for the Help Desk to stay up-to-date on new technology and products because they need to be able to provide support for these products. If the Help Desk is not up-to-date on new technology and products, they will not be able to provide adequate support.

Example: “I stay up-to-date on new technology and products by reading industry news and blogs, attending trade shows and conferences, and networking with other IT professionals. I also subscribe to tech magazines and listen to podcasts to stay informed about the latest advancements in the IT field.”

What is your experience with [specific software or hardware]?

An interviewer might ask a Help Desk candidate about their experience with specific software or hardware in order to gauge their level of expertise and comfort with using that technology. This is important because the Help Desk is responsible for providing technical support to users, and if they are not familiar with the software or hardware in question, they will not be able to provide an adequate level of support.

Example: “I have experience with a variety of software and hardware, including Windows, Mac, and Linux operating systems, as well as a variety of office applications, graphic design programs, and video editing software. I am also familiar with a variety of networking hardware and protocols.”

What are some of the most challenging issues you have resolved?

An interviewer might ask this question to a help desk worker in order to gauge their problem-solving skills. It is important to be able to identify and resolve issues quickly and efficiently in this role, as help desk workers are often the first point of contact for customers with technical problems. By understanding the most challenging issues the candidate has resolved, the interviewer can get a better sense of their abilities.

Example: “There are many challenging issues that I have resolved as a help desk technician. One of the most challenging issues I have resolved was an issue with a computer that would not boot up. I was able to troubleshoot the issue and eventually got the computer to boot up successfully. Another challenging issue I have resolved was an issue with a printer that was not printing correctly. I was able to troubleshoot the issue and get the printer to print correctly.”

How do you handle multiple requests at once?

An interviewer would ask "How do you handle multiple requests at once?" to a/an Help Desk to gauge the Help Desk's ability to handle multiple tasks simultaneously. This is important because it is a key skill for Help Desk employees, who often have to juggle multiple tasks and requests at any given time. By asking this question, the interviewer can get a better sense of the Help Desk's capabilities and how they would handle a real-life situation.

Example: “There are a few different ways that I handle multiple requests at once.

If the requests are all for different things, I like to prioritize them by urgency and then work on them one at a time. This ensures that the most important tasks are completed first and that nothing gets forgotten about.

If the requests are all for similar things, I like to group them together and work on them as a batch. This helps to avoid duplication of effort and ensures that all of the requests are completed in a consistent manner.”

What are some of the most common questions you get asked?

The interviewer is trying to gauge the level of experience the help desk has in handling customer inquiries. This is important because it helps the interviewer determine whether the help desk is able to provide adequate support to customers.

Example: “The most common questions we get asked are related to password reset, account lockout, email configuration, and printer setup.”

How do you deal with angry or upset customers?

There are a few reasons why an interviewer might ask this question to a Help Desk candidate. One reason is to gauge the candidate's customer service skills. It is important for Help Desk employees to be able to handle angry or upset customers in a professional and calm manner. Another reason the interviewer might ask this question is to see how the candidate deals with difficult situations. Help Desk employees often have to deal with difficult customers or technical issues, so it is important that they are able to remain calm and resolve the issue in a timely manner.

Example: “The best way to deal with angry or upset customers is to remain calm and professional. Try to understand the customer's issue and offer a solution. If the customer is still unsatisfied, escalate the issue to a supervisor or manager.”

What do you do if you can't solve a customer's problem?

The interviewer is looking to see if the Help Desk is able to troubleshoot and solve customer problems. This is important because the Help Desk is responsible for providing customer support and resolving technical issues.

Example: “If you can't solve a customer's problem, you should escalate the issue to a higher level of support. You should also document the issue in the ticketing system so that the next person who tries to help the customer will have more information to work with.”

What are some of your favorite tips or tricks for using [specific software or hardware]?

The interviewer is trying to assess the Help Desk's technical expertise and see if they are up-to-date on the latest software or hardware. This is important because it helps the company gauge how well the Help Desk can support its employees.

Example: “Assuming you are referring to tips and tricks for using help desk software:

Some of our favorite tips and tricks for using help desk software include:

1. Use the search function to find specific items quickly and easily.
2. Use filters to narrow down your search results and find exactly what you're looking for.
3. Use the "unassigned" filter to see all of the tickets that have not been assigned to anyone yet.
4. Use the "my tickets" filter to see all of the tickets that have been assigned to you.
5. Use the "followed by me" filter to see all of the tickets that you are following.
6. Use keyboard shortcuts to quickly navigate through the help desk software.
7. Take advantage of automation features to save time on repetitive tasks.”

How do you stay calm under pressure?

There are a few reasons why an interviewer might ask this question to a help desk professional. First, it can be difficult to stay calm when dealing with difficult customer service issues. It is important to be able to handle these situations calmly in order to provide the best possible service to the customer. Second, staying calm under pressure can be a difficult skill to master, and it is one that is important for all customer service professionals to have. Finally, this question can help the interviewer to gauge the interviewee's customer service skills and see how they would handle difficult customer service situations.

Example: “There are a few things that I do in order to stay calm under pressure. First, I try to take a step back and assess the situation. This allows me to see what is happening and what needs to be done in a more clear and concise way. Once I have a plan of action, I focus on one task at a time and complete it before moving on to the next. This helps me to stay organized and not feel overwhelmed. Lastly, I stay positive and remind myself that whatever is happening is not permanent and that it will eventually end.”

What are some of your favorite Help Desk moments?

There are a few reasons why an interviewer might ask this question. First, it helps them to get a sense of what you enjoy doing and what kind of work makes you happy. Second, it gives them insight into how you handle difficult situations and how you interact with customers. Finally, it allows them to see how you view the role of the Help Desk in an organization and how you see its importance. All of these factors are important in determining whether or not you would be a good fit for the position.

Example: “Some of my favorite Help Desk moments are when I am able to help a customer solve a problem that they have been struggling with. It is always satisfying to be able to provide a solution that the customer is happy with. Another one of my favorite Help Desk moments is when I am able to help a customer avoid a potential problem by providing them with information or resources that they were not aware of. This is always a great feeling because it means that I was able to prevent a problem before it even happened.”

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