Important Help Desk Interview Questions and Answers

a picture of business professionals interviewing for a Help Desk role and conducting an interview

Here are help desk interview questions and answers. Answering calls and emails about customer or client problems is the job of the help desk. They respond quickly to technical concerns and provide excellent customer service. The function frequently necessitates both software and hardware understanding to handle difficulties that develop.

Hiring managers are looking for candidates who have strong problem-solving skills and display good customer service qualities. In the helpdesk and service desk department, it's common that you'll deal with angry customers. The help desk position requires patience and empathy. The ideal help desk person displays these qualities in the interview.

Help desk professionals frequently work in the IT department, working closely with customer calls that relate to technical issues. Help desk specialists need strong technical skills. It's not uncommon for technical interview questions to get asked during the interview.

help desk interview questions

Qualifying help desk interview questions

Interviewers are likely to ask the following questions:

  • What made you want to work at a support desk?
  • How essential is customer service to you?
  • How valuable do you believe a support desk is to a business?
  • In a service desk position, how crucial are IT skills?
  • In a support desk job, where do you get motivation?
  • Is it possible for you to work weekend shifts?
  • Do you have a knack for resolving issues over the phone?
  • Do you read any technological blogs or listen to podcasts?
  • How do you deal with criticism?
  • What aspect of working at a support desk do you find most rewarding?

Help desk interview questions about your background and experience

Prepare responses to the following questions based on your expertise and background:

  • How long have you been a help desk employee?
  • Have you ever worked in the field of information technology?
  • Can you tell me about a moment when you had to deal with a disgruntled customer?
  • What has been your most rewarding experience working at a support desk?
  • What has been your most dreadful experience working at a support desk?
  • When you're not sure what to say, how do you respond?
  • What are your following typical actions if a consumer is unsatisfied with your service?
  • Can you tell me about a moment when you had to deal with an angry caller? How did you deal with it?
  • Do you have any coding experience?
  • At your previous employment, were you assigned to specific categories of problems?

In-depth help desk and service desk interview questions

When preparing for your help desk interview, think about the following more in-depth questions:

  • How do you handle a caller who doesn't grasp what you're saying?
  • What is the difference between a help desk and a service desk, please?
  • How would you explain a technological solution to someone who has little or no technical knowledge?
  • What is the distinction between SQL and NoSQL databases?
  • Can you tell me about a moment when you went above and beyond to solve a problem?
  • How do you keep your IT skills and knowledge up to date?
  • What would you do if a consumer called and said their machine wouldn't boot up?
  • How would you handle a consumer who phones in to report that they don't have an internet connection right now?
  • In what circumstances would you escalate a support ticket?
  • Would you teach recruits the basics of the help desk?

Sample responses to help desk interview questions

To help you prepare for your help desk interview, here are some questions and sample answers:

  • Could you tell me what a BIOS is?
  • Can you describe some of your previous technical support experience?
  • Could you please clarify the distinction between RAM and ROM?
  • How would you handle a call from a consumer who claims their PC's audio isn't working?
  • How would you handle a consumer who complains that their computer is slow?
  • What would you do if a consumer called in and said they had a blue screen?
  • What do you think the average length of a phone call should be?
  • What are the most common difficulties you've dealt with?
  • Could you tell me about a typical day at your former help desk job?

Could someone clarify what BIOS stands for?

When working with software, certain users may run into problems that need the assistance of help desk personnel. BIOS is an essential topic since interviewers want to know that you understand and can handle external difficulties created by their applications.

If feasible, connect the phrase to how it got utilized in the position.

Example

"Basic Input and Output System (BIOS) is an abbreviation for Basic Input and Output System. Its firmware used to assist and troubleshoot hardware setup on a computer.

When proprietary software interferes with a computer's starting process, I'm forced to lead callers through the BIOS screen and related procedures.

They report what they perceive to me, and I provide a remedy."

Can you describe some of your previous technical support experience?

This is a broad question, but your response might reveal more about your experience in the sector. If you don't have much experience, concentrate on what you've learned from what you have.

Example

"My most recent position was with a timeshare agency for two years. Our sites all used the same systems, which frequently caused problems following deployments. I dealt with the problems that emerged and came up with the best answer.

We notified our development team if we noticed a significant number of the same issue to send out remedies. Before that, I worked as a mobile phone technical support representative."

Could you please clarify the distinction between RAM and ROM?

This is a simple terminology test to see how well you know your way around a computer. Some apps may have an impact on the computer's hardware.

Therefore, you should be aware of them. Understanding the hardware helps you to provide better caller solutions.

Example

"Read-Only Memory is abbreviated as ROM. It's used to store a computer's BIOS without requiring additional power.

RAM, on the other hand, stands for Random-Access Memory.

It necessitates the use of electricity and stores more data that aids in the speedier and more efficient operation of computers."

How would you handle a call from a consumer who claims their PC's audio isn't working?

Some help desk interview questions ask you to describe particular events and see how effectively you respond in the moment.

The interviewer is looking for a detailed response, including your thought processes and methods for resolving the problem.

Example

"When deploying new software, audio is a common issue. I usually tell the caller to reset their computer since this resolves most small difficulties. I'll check whether the audio processes continue to fail to see if the audio devices have been muted in the settings or using external mute buttons.

I verify that the speakers are turned on, and the volume is set to maximum. If it still won't work, try putting a pair of headphones into the audio jack and restarting the test. If it doesn't work, I go back to the internal settings and double-check that the audio devices are checked and enabled. A corrupted driver might also be the source of the problem."

How would you handle a consumer who complains that their computer is slow?

This is another hypothetical event that is likely to occur. Proprietary apps can cause the computer to slow down or cause the machine to slow down in general.

Explain your thought processes or steps for dealing with this problem in detail.

Example

"My first step would be to figure out if the slowdown is caused by our software or by the computer itself. Our programs included a function that would fix the most current upgrade at my former employment.

It's a simple remedy for a lot of the issues we had. Whether it doesn't work, I'd try running the application on another machine to see if I had the same slowdown.

I know it's most likely a software problem if I do, and I may inform the caller that an update is on the way. If I don't, I can tell them it's a hardware issue and lead them through the rest of the process."

What would you do if a consumer called in to tell they had a blue screen?

Updates can lead PCs to enter a blue screen state with an error message on rare instances. Explain the measures you would take and why you would take them in this case, similar to the previous questions.

Example

"Asking the caller what the message said and if it issued an error code is the best way to start. Having an error code speeds up the process because I can immediately determine what's wrong. If they don't recall the message, I'd have them rerun the application and repeat the same steps.

If another blue screen appears, I know two things: it's most likely a software issue, and I'll have an error code to deal with."

help desk interview questions

What do you think the average length of a phone call should be?

While most help desks have their own metrics and standards, interviewers may ask for your perspective on the length of phone calls. It offers them an indication of what you're used to and your personal criteria.

Consider the call lengths enforced in past jobs and how they connect to your unique customer service philosophy.

Example

"The maximum time limit in my prior employment was seven minutes. I feel that no call should run more than five minutes for most concerns, and I hold myself to that standard. When the caller discusses their problem, I'm generally able to figure out how long the call should last. In most situations, I am instantly aware of the right solution.

Of course, there are always factors, such as the caller providing inaccurate information due to a lack of understanding of the problem."

What are the most common difficulties you've dealt with?

You may be asked questions about your employment history throughout the interview process. This question, in particular, allows interviewers to have a deeper understanding of your areas of expertise.

Consider your prior relevant responsibilities and determine which issues you were most successful in resolving.

Example

"At my former employment, the majority of the tickets arrived quickly after deployments. The new upgrades we put out were invariably the source of technical troubles.

Many of the routine processes have become second nature to me, and I can frequently detect the fundamental cause of a problem early on."

Could you tell me about a typical day at your former help desk job?

This type of question might assist you in figuring out what your experience entailed. Interviewers utilize this to compare it to your previous interactions with them.

This is a straightforward question to answer in most circumstances. Be open and honest about your day-to-day actions.

Example

"Finding an available cubicle was the first order of business at my former work. I'd log onto all of my essential apps, stow my belongings, and join the caller queue. I handled calls until roughly noon, depending on call volume and any pauses I took.

Only if I worked weekends or evenings did this sort of day alter. Because call volumes were lower back then, we had more time to research typical concerns and prepare for incoming phone calls."

How do I prepare for a help desk interview?

To prepare, perform the following tasks:

  • Review the job description.
  • Research the company.
  • Prepare soft and hard skills to present.
  • Know your compensation figures.
  • Perform a mock interview.

Why should we hire you for help desk?

Best sample answers:

  • Because I have what it takes to meet the job's criteria. Which includes using my great customer service abilities to address client problems.
  • Because I have the necessary experience and competence in the field of customer service for this role.

What skills should help desk professionals have?

The top skills of a help desk service agent or help desk analyst as as follows:

  • Patience.
  • Empathy.
  • Active-listening.
  • Interpersonal skills.
  • Speed and accuracy.
  • Adaptability.Adaptability.
  • Communication skills.
  • Solving problems.

help desk interview questions

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author: patrick algrim
About the author

Patrick Algrim is a Certified Professional Resume Writer (CPRW), NCDA Certified Career Counselor (CCC), and general career expert. Patrick has completed the NACE Coaching Certification Program (CCP). And has been published as a career expert on Forbes, Glassdoor, American Express, Reader's Digest, LiveCareer, Zety, Yahoo, Recruiter.com, SparkHire, SHRM.org, Process.st, FairyGodBoss, HRCI.org, St. Edwards University, NC State University, IBTimes.com, Thrive Global, TMCnet.com, Work It Daily, Workology, Career Guide, MyPerfectResume, College Career Life, The HR Digest, WorkWise, Career Cast, Elite Staffing, Women in HR, All About Careers, Upstart HR, The Street, Monster, The Ladders, Introvert Whisperer, and many more. Find him on LinkedIn.

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