19 Helpdesk Interview Questions (With Example Answers)

By ResumeCat Editorial Team
Published August 11, 2022

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 helpdesk interview questions and sample answers to some of the most common questions.

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Common Helpdesk Interview Questions

How do you prioritize and manage tasks?

There are a few reasons an interviewer might ask this question to a helpdesk candidate. First, it allows the interviewer to gauge the candidate's organizational skills. Helpdesks are often hectic and chaotic places, so it's important that candidates have the ability to prioritize and manage tasks effectively.

Second, the question allows the interviewer to see how the candidate deals with stress. Helpdesk jobs can be very stressful, so it's important that candidates have the ability to stay calm under pressure and manage their time effectively.

Third, the question allows the interviewer to see how the candidate deals with customer inquiries. Helpdesks often have to deal with a lot of customer inquiries, so it's important that candidates have the ability to prioritize and manage those inquiries effectively.

Example: There are a few different ways that I prioritize and manage tasks. The first way is to keep a running list of tasks in a notebook or on my computer. I then prioritize the tasks by importance and due date. I also use a calendar to keep track of upcoming deadlines. For each task, I make sure to estimate the time it will take to complete it. This helps me plan my time and make sure that I am not overbooking myself.

Another way that I prioritize and manage tasks is by using the Eisenhower Matrix. This is a tool that helps you prioritize tasks by urgency and importance. Urgent tasks are those that need to be done right away, while important tasks are those that contribute to your long-term goals. This matrix helps you to focus on the most important tasks and avoid getting bogged down in urgent but unimportant tasks.

Finally, I always try to leave some buffer time in my schedule for unexpected tasks or emergencies. This helps me to avoid getting overwhelmed and ensures that I am always able to complete the most important tasks on my list.

How do you handle difficult customer service inquiries?

Customer service inquiries can be difficult to handle because they can be emotionally charged and customers may be angry or upset. It is important for the interviewer to understand how the helpdesk would handle such inquiries in order to gauge their customer service skills.

Example: There is no one-size-fits-all answer to this question, as the best way to handle difficult customer service inquiries will vary depending on the specific situation. However, some tips on how to handle such inquiries effectively include remaining calm and professional, being patient and understanding, and taking the time to fully listen to and address the customer's concerns. Additionally, it can be helpful to offer solutions and options to the customer, rather than simply telling them what they cannot do.

What are some of the most challenging technical support issues you have faced?

The interviewer is trying to gauge the interviewee's technical expertise and problem-solving skills. It is important to be able to identify and troubleshoot technical issues quickly and effectively in order to provide good customer service.

Example: One of the most challenging technical support issues I have faced is helping customers troubleshoot their email setup. This can be tricky because there are many different email providers and each has its own set of settings. I have to be very familiar with all of the different settings in order to help customers get their email up and running. Another challenging issue is helping customers troubleshoot their internet connection. This can be difficult because there are many factors that can affect a person's internet connection, such as their ISP, router, and computer.

How do you stay calm under pressure?

An interviewer would ask "How do you stay calm under pressure?" to a/an Helpdesk in order to gauge their ability to handle difficult customer service inquiries and maintain a calm demeanor. This is important because it is essential for Helpdesk representatives to be able to provide clear and concise instructions while remaining calm and patient, even when faced with angry or frustrated customers.

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 the big picture and figure out what the best course of action is. Second, I stay focused on my breathing. Taking deep breaths helps me to relax and think more clearly. Finally, I remind myself that whatever is happening is not permanent and that I can handle it. This helps me to keep perspective and maintain a positive attitude.

What are some of your favorite customer service tools?

The interviewer is trying to gauge the level of experience and knowledge the helpdesk has with customer service tools. It is important to know what customer service tools are available and how to use them effectively in order to provide good customer service.

Example: There are a few customer service tools that I really like and find helpful. One is the live chat tool that we use on our website. This allows customers to chat with us in real time and get their questions answered quickly. Another great tool is our ticketing system, which allows customers to submit support requests and track their progress. Finally, I really like our customer self-service portal, which gives customers access to FAQs, how-to guides, and other useful information.

How do you defuse angry or upset customers?

The interviewer is asking this question to assess the candidate's customer service skills. It is important to be able to defuse angry or upset customers because it can diffuses the situation and lead to a positive outcome.

Example: There are a few things you can do to defuse angry or upset customers:

- First, try to remain calm and professional. This can be difficult, but it's important to remember that the customer is likely already feeling upset or angry, and adding to that with your own emotions will only make the situation worse.
- Second, try to understand the customer's issue and empathize with their frustration. This doesn't mean that you necessarily agree with them, but letting them know that you understand how they're feeling can help to diffuse the situation.
- Third, offer a solution to the problem. If you can't solve the problem yourself, see if there's someone else who can help or offer some advice on what the customer can do next.
- Finally, thank the customer for their patience and understanding. This shows that you appreciate their business even though they may be having a problem.

What are some of your favorite tips and tricks for troubleshooting technical issues?

The interviewer is trying to gauge the technical skills and knowledge of the helpdesk candidate. It is important to know how to troubleshoot technical issues because it is one of the main responsibilities of a helpdesk. Helpdesk candidates need to have strong problem-solving skills in order to be successful in this role.

Example: There are a few different tips and tricks that I like to use when troubleshooting technical issues. First, I always make sure to check the most basic things first. This includes making sure that the power is on and that all of the cables are properly plugged in. I also like to check for any loose connections.

If the issue is still not resolved, I then like to move on to more advanced troubleshooting techniques. This can include using diagnostic tools to test different components of the system. I also like to look through log files to see if there are any clues as to what might be causing the issue.

Ultimately, the best tip for troubleshooting technical issues is to never give up and keep trying different things until you find a solution.

How do you handle it when you don't have an immediate answer to a customer's question?

The interviewer is trying to gauge the Helpdesk's customer service skills. It is important because it shows whether the Helpdesk is patient and resourceful, two qualities that are important in customer service.

Example: There are a few things you can do when you don't have an immediate answer to a customer's question. First, try to find the answer yourself by doing a quick search or asking a colleague. If you still can't find the answer, let the customer know that you'll need to get back to them and give them a specific time frame for when they can expect a response. Finally, make sure to follow up with the customer once you have the answer for them.

What are some of your favorite ways to resolve customer complaints?

An interviewer would ask "What are some of your favorite ways to resolve customer complaints?" to a/an Helpdesk in order to gauge the interviewee's customer service skills. It is important to be able to effectively resolve customer complaints in a Helpdesk role as it is often the first point of contact for customers with issues or problems. Being able to quickly and efficiently resolve customer complaints can help to build customer loyalty and satisfaction.

Example: There are a few different ways that I like to resolve customer complaints. One way is to simply listen to the customer and try to understand their problem. Once I understand their problem, I can offer a solution that is tailored to their specific situation. Another way that I like to resolve customer complaints is to offer a refund or exchange. This shows the customer that you are willing to go the extra mile to make them happy and that you value their business.

How do you deal with difficult or challenging co-workers?

One reason an interviewer might ask this question is to gauge the interviewee's ability to handle conflict in the workplace. It is important to be able to handle conflict in a constructive and professional manner in order to maintain a positive work environment. Additionally, this question can give the interviewer insight into the interviewee's problem-solving skills and ability to think on their feet.

Example: There are a few ways to deal with difficult or challenging co-workers. The first is to try and understand where they are coming from and what their motivations are. This can be done by talking to them directly or by observing their behavior. Once you understand their perspective, it will be easier to find common ground and work together more effectively.

Another way to deal with difficult co-workers is to set boundaries and establish clear expectations. This can be done by having frank conversations about what is and is not acceptable behavior. It is also important to document any incidents of unacceptable behavior so that you have a record to refer back to if needed.

If all else fails, you may need to speak to a supervisor or HR representative about the situation. This should be done as a last resort, after all other options have been exhausted.

How do you stay up-to-date on technology changes and updates?

An interviewer would ask "How do you stay up-to-date on technology changes and updates?" to a/an Helpdesk in order to gauge the Helpdesk's level of commitment to keeping abreast of new developments in the field. It is important for Helpdesks to be up-to-date on technology changes and updates in order to provide the best possible service to their customers.

Example: I stay up-to-date on technology changes and updates by reading tech blogs, following tech news outlets, and attending industry events. I also have a network of fellow IT professionals that I can bounce ideas off of and get feedback from.

What are some of your favorite ways to stay organized?

There are a few reasons why an interviewer might ask this question. First, they want to know if the helpdesk is organized and if they have systems in place to help them stay that way. This is important because a helpdesk needs to be organized in order to be effective. Second, the interviewer wants to know if the helpdesk is using any tools or methods that they are not familiar with. This can be important because it shows that the helpdesk is always looking for ways to improve their organization and efficiency. Finally, the interviewer may simply be curious about the helpdesk's favorite methods for staying organized. This can give them some insight into the helpdesk's work habits and how they approach their work.

Example: There are a few different ways that I like to stay organized. One way is to keep a daily planner where I can write down all of my tasks for the day and then check them off as I complete them. This helps me to stay on top of what needs to be done and also allows me to see at a glance what I have accomplished for the day.

Another way that I like to stay organized is by keeping a tidy work space. I find that when my desk is cluttered and messy, it makes it more difficult for me to focus on my work. So, I try to take a few minutes each day to straighten up my desk and put things away. This helps me to feel more organized and productive.

Finally, I like to use technology to help me stay organized. There are a number of great apps and programs out there that can help with task management, calendar management, and more. Using these tools can help me to stay on top of my commitments and make sure that I am using my time in the most efficient way possible.

What are some of your favorite time-saving tips?

The interviewer is trying to gauge the applicant's efficiency and ability to streamline their work in order to save time. This is important because the helpdesk is often the first point of contact for customers or clients who need assistance and it is important that they are able to resolve issues as quickly as possible. By understanding the applicant's favorite time-saving tips, the interviewer can get a better sense of their work style and whether or not they would be a good fit for the helpdesk.

Example: There are a few different time-saving tips that I really like to use in my work as a helpdesk technician. One of my favorites is to use keyboard shortcuts as much as possible. This can really help to speed up your work, especially if you are constantly having to perform the same tasks over and over again.

Another great tip is to make sure that you are organized and have a good system in place for keeping track of your work. This can help you to avoid wasting time looking for things that you need or trying to remember what you have already done.

Finally, one of the best ways to save time is to automate tasks whenever possible. This can be done using scripts or programs that can perform tasks for you automatically. This can really help to speed up your work and make it easier to get things done.

How do you deal with irate or angry customers?

The interviewer is asking how the helpdesk deals with irate or angry customers in order to gauge their customer service skills. It is important to be able to deal with irate or angry customers in a calm and professional manner in order to diffuse the situation and provide the best possible customer service.

Example: When dealing with an irate or angry customer, it is important to remain calm and professional. You should try to understand the customer's issue and see if there is anything you can do to help. If the customer is still angry after you have tried to help, you can escalate the issue to a supervisor or manager.

What are some of your favorite de-escalation techniques?

De-escalation techniques are used to diffuse situations that could become heated or violent. Helpdesks are often the first point of contact for customers who may be angry or upset about a problem they are experiencing. It is important for helpdesk staff to be able to de-escalate a situation in order to avoid a confrontation or escalation of the problem.

Example: There are a few de-escalation techniques that I really like to use. One of my favorites is called "active listening." This involves really paying attention to what the other person is saying, and then repeating back what you heard to them. This helps to show that you're really listening, and can help to diffuse a tense situation. Another one of my favorites is called "reframing." This is where you take what the other person is saying, and restate it in a way that is less charged or emotional. For example, if someone is yelling at you, you might say something like "I understand that you're feeling frustrated, and I'm sorry that we haven't been able to resolve this issue yet." This technique can help to take the edge off of a situation, and make the other person feel more heard and understood.

How do you handle customer service inquiries that require escalated support?

The interviewer is trying to gauge the Helpdesk's ability to handle difficult customer service inquiries that require additional support. This is important because it shows whether the Helpdesk is able to take care of complex customer service problems and find solutions quickly.

Example: If a customer service inquiry requires escalated support, the first thing I would do is try to resolve the issue myself. If I am unable to resolve the issue, I would then contact my supervisor or another member of the support team who may be able to help. If the issue still cannot be resolved, I would then contact the customer and explain the situation. I would apologize for any inconvenience and let them know that we are working on resolving the issue as quickly as possible.

What are some of your favorite customer service policies or procedures?

There are a few reasons why an interviewer might ask this question. They could be trying to gauge your customer service skills, or they could be testing your knowledge of common helpdesk procedures. Either way, it's important to be able to answer this question confidently and accurately. By understanding common customer service policies and procedures, you'll be able to provide better service to customers and resolve issues more efficiently.

Example: There are a few customer service policies or procedures that I really like and that I think make a big difference in providing excellent customer service. First, I really appreciate it when businesses have a clear and concise returns policy. This lets me know what to expect if I need to return an item, and it helps me avoid any surprises or frustrations down the road. Second, I love it when businesses offer some kind of loyalty program for their customers. This could be anything from a points system to discounts on future purchases. It just shows that the company is interested in rewarding its loyal customers, and that’s something I can definitely get behind. Finally, I really appreciate it when businesses take the time to train their employees on how to properly handle customer service inquiries and complaints. This ensures that I’m always getting the best possible service, and it makes me feel confident that the company cares about its customers.

How do you deal with difficult or challenging customer service situations?

An interviewer would ask this question to a helpdesk in order to gauge their customer service skills. This is important because the helpdesk is responsible for assisting customers with any issues they may have. They need to be able to diffuse difficult situations and provide excellent customer service.

Example: There are a few ways to deal with difficult or challenging customer service situations. The first way is to stay calm and professional. This can be difficult to do, but it is important to remember that the customer is not trying to be difficult, they just have a problem that needs to be solved. The second way is to listen to the customer and try to understand their issue. Once you understand the issue, you can then start working on a solution. The third way is to keep the lines of communication open. This means keeping the customer updated on what is happening and what the next steps are. This will help to build trust and keep the customer feeling valued.

What are some of your favorite ways to provide excellent customer service?

There are a few reasons why an interviewer might ask this question to a helpdesk technician. First, it helps to gauge the technician's customer service skills. It is important for helpdesk technicians to have excellent customer service skills because they are often the first point of contact for customers who need help with technical issues. Second, it helps to gauge the technician's technical knowledge. Helpdesk technicians need to have a good understanding of technical concepts in order to be able to effectively help customers with their technical issues. Finally, it helps to gauge the technician's ability to troubleshoot technical problems. Helpdesk technicians need to be able to quickly and effectively troubleshoot technical problems in order to provide timely and efficient customer service.

Example: There are many ways to provide excellent customer service, but some of my favorites include always being polite and helpful, going above and beyond to help solve problems, and taking the time to really listen to and understand customer needs. Other great ways to provide excellent customer service include always keeping a positive attitude, being patient and understanding, and having a genuine desire to help people.

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