Helpdesk Management Interview Questions & Answers

Question 1. How Important Is Customer Service For You?

Answer :

The whole business depends on the customer service, and if you are at the help desk you are holding an important position to help the customer in best possible way.

Question 2. Do You Really Think That Company Or Organization Really Needs A Helpdesk?

Answer :

The key to run company effectively is that the resources are available and operational all the time, especially if it is an IT company.  Helpdesk is necessary as it makes sure that resources are available for customer and also operational reasons.

Question 3. How Important It Skills Are In Help Desk Service And How You Keep Yourself Updated With Those Skills?

Answer :

To process your work quickly computer skills are very important these days. Computers not only make your work easy but also save your time and energy. I use internet, online books and other educational resource to upgrade my IT skills.

Question 4. How You Deal With The Frustrated Customer?

Answer :

The first thing a help desk person must do is to try understanding the customer, also try to avoid the conflicts or any such things that disturbs the customer. Then you can confront with each other and try to solve the problem.

Question 5. What Are The Three Abilities Of An Ideal Help Desk Person?

Answer :

• Ability to listen others
• Ability to present your thoughts clearly
• To be patient especially in a tense situation

Question 6. What Motivates You For The Help Desk Assistant Job?

Answer :

I like to communicate with people. Help desk assistant job is a type of job where you continuously interact with people and help them to solve their problems.

Question 7. Imagine If There Is A Customer Who Does Not Understand Your Language Then How Will You Help Him/her?

Answer :

I personally think that to help someone, language should not be barrier. Anyhow if you cannot help him out then the best thing would be to make him understand with the sign language (obviously when seeing the customer physically). Over a call, you can use google translate or similar tools to communicate with customer.

Question 8. What Is Your Worst Experience So Far As A Help Desk Assistant?

Answer :

Try to give answer where you had a minimum conflict or misunderstanding with the customer, and then explain how you had solved the problem.

Question 9. How Do You Respond When You Do Not Know The Answer?

Answer :

When you do not know the answer, tell the customer straightway that you don’t know the answer instead of hitting around the bush.  And ask them to wait till further assistance provided by your colleague or supervisor.

Question 10. How Good Are You At Solving Problem On Phone?

Answer :

Solving problem face to face is different than handling them on phone. To convince your interviewer that you have an ability to solve the problem you can put an example of any previous incident where you have solved the customer problem on phone easily.

Question 11. How You Will Organize Your Work Schedule?

Answer :

Based on the priority, I will schedule my work and assignment accordingly.

Question 12. If The Customer Is Not Satisfied With Your Service Do You Analyze Your Mistake Or Just Move On To Another Customer?

Answer :

Help desk associate responsibility is to give a satisfactory solution to their customer, and if the customer’s problem is not solved then a follow up needs to be taken till the problem is not solved.

Question 13. What Is The Difference Between Helpdesk And Service Desk?

Answer :

A helpdesk ensures that the customer’s problems are resolved in a timely fashion. The service desk is a single point of contact between customer and company, where all the information regarding the company’s service are delivered.

Question 14. What Experience Do You Have As A Help-desk Associate?

Answer :

Speak about the experience that is related to your position, tell them what are the responsibilities that were involved and also explain what additional thing you were doing like managing call or using any software. If you don’t have experience, you don’t have to worry, you can tell them you are a fresher.

Question 15. What Are The New Help Desk Techniques You Think Would Be Helpful To Improve The Service?

Answer :

IT and computer knowledge would be an additional assets for an helpdesk associate, and evencompany can take a help of computer software to minimize the workload and to communicate with the customer effectively.

Question 16. What Is The Recent Skill You Have Learned That Can Be Helpful For Help Desk Position?

Answer :

If you have done anything then you can mention to the interviewer like attending a seminar on mass communication, or any computer course. But it is still ok if you haven’t done related to position.

Question 17. What Does Excellence In Customer Service Mean To You?

Answer :

Customers are a company’s assets and they need to be looked after in a manner not less than perfect. The best type of customer service comes about when you have been able to help the customer and he puts the phone down happily!

Question 18. Since This Is An Extremely Technical Work And Some Customers May Have Trouble Understanding What You Are Trying To Tell Them, How Do You Make Sure That You Are Able To Communicate What You Want To Say To The Customer?

Answer :

It is true that many customers have trouble understanding what we at the helpdesk are trying to tell them especially through technical walkthroughs. Since we are not supposed to spend too much time on a call, should a situation like this arise, I usually take the customer’s email address and tell him I will write the walkthrough for him and email it so he can follow the steps. This way he can read and re-read the instructions and understand and follow them at his own pace.

Question 19. What Is The First Thing That Comes To Your Mind When A Caller Says That He Cannot Log-in To His Account?

Answer :

The caps lock! Many customers make this mistake even though most modern operating environments prompt them when a caps lock is on. However, there are times when the customer has forgotten his password and we have to reset it and other technical problems associated with logging in.

Question 20. How Well-versed Are You With Troubleshooting Hardware Problems? How Does This Knowledge Help You In Your Work At The Help Desk?

Answer :

Since I am A+ certified professional and also possess MCSE, I am quite familiar with hardware issues. From common hardware issues like a keyboard malfunctioning to more complex TCP/IP settings, I have skills in managing it all. Since I have working knowledge of networks and stand-alone personal computers, it is not too difficult to walk customers through troubleshooting procedures.

Question 21. In Which Areas Do You Consider Yourself To Be A Specialist?

Answer :

I am extremely expert in Hardware and Network troubleshooting. Besides, I am also skilled in installing operations systems, patches, antivirus, and other applications as required.

Question 22. What Is Itil?

Answer :

ITIL stands for Information Technology Infrastructure Library. It is basically a predefined set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.

Question 23. If A User Calls With A Technical Issue With Which You Are Completely Unfamiliar. How Would You Handle The Circumstances?

Answer :

I will call my supervisor or coworker right away to discuss the problem to find out a solution.

Question 24. If A User Is Unable To Boot Windows, How Will You Troubleshoot It?

Answer :

I will use emergency repair disk and try to fix the problem. If problem still arise, I will re-install windows.

Question 25. If Someone Finds That Their Internet Connectivity Is Down, How Would You Fix The Problem?

Answer :

First of all, I would check the hardware. If modem or LAN port is OK than I will check the TCP/IP configuration and network settings.

Question 26. How Do You Deal With A Frustrated Customer?

Answer :

this question tests you for your ability to work with people without getting frustrated yourself. Most customers get frustrated when working with a PC and need to call the help desk. Answer the question with how you would work with a person who is not abusive but needs some kind of reassurance that the issue will be resolved.

Question 27. What Are Some Important Abilities Of An It Help Desk Support Person?

Answer :

patience to deal with issues over the phone. The ability to listen to customers and understand their problems quickly. Respond to customers in a thoughtful, clear manner to help them resolve the issue. Instruct customers clearly when troubleshooting computer issues.

Question 28. How Do You Deal With Issues You Don’t Know Or Can’t Understand?

Answer :

ask for help from a lead or work with the customer and get a more experienced help desk person involved. Your supervisor should have a way for you to ask questions and help handle a customer issue.

Question 29. What Is It About The Help Desk That You Like?

Answer :

you should be honest in your answer, but usually help desk people like helping others and troubleshooting issues, even the more difficult issues.

Question 30. What Do You Consider Good Customer Service?

Answer :

good customer service representatives are patient with customers but understand their problems to resolve issues quickly. They should also identify when standard procedures aren’t working and a supervisor needs to get involved.

Question 31. What Would You Do Under A Certain Circumstance?

Answer :

This is an open ended question that depends on the support you’re giving. For instance, if you support a specific software product, you’ll be asked to respond with how you handle a certain issue. For instance, if it’s a Windows server product, you would look in Event Viewer for the error to help troubleshoot.

Question 32. Are You A Team Player?

Answer :

if you work in a team environment, respond with what you like about working in a team.

Question 33. What Do You Do If The Customer Doesn’t Understand Instructions?

Answer :

provide more details with the resolution and step the customer through the process again.

Question 34. How Do You Organize Your Schedule?

Answer :

make sure you answer this question with specific ways you prioritize your tasks and understand how some issues are higher priority than others.

Question 35. What Has Been The Worst Ever Experience For You As A Help Desk Assistant?

Answer :

This is really a tough question. Prefer to not say that some customer was rude to you, or that he touched you personally and you had serious troubles to deal with that. Good help desk assistant should be able to resolve such situations.

Simply try to remember on a concrete situation that left both you and the customer unhappy or strongly unsatisfied, and describe them the situation. To be specific is a the most important factor here.

Question 36. What Do You Consider As Three Key Abilities Of An Ideal Help Desk Assistant.?

Answer :

When answering these sort of questions, we subconsciously tend to mention our own abilities. That’s why recruiters love to ask it. Anyway, to mention the ability to listen to the others, the ability to clearly and simply present your thoughts and the ability to be patient would be good.

Question 37. How Would You Solve A Conflict With The Customer?

Answer :

Well, people are people, and sometimes just have a bad mood. As an ideal help desk assistant, you should mention in the first place that you always do your best to avoid conflicts. Secondly, if a conflict occurs, you try to understand the customer and think on the same wavelength as he thinks. After, you are able to solve most of the conflicts. We speak more about similar questions in customer service interview questions article.

Question 38. What Motivates You On A Job Of Help Desk Assistant?

Answer :

Honestly, this job can be quite repetitive. That’s why help desk interview questions about motivation are not easy to answer… But if you really want this job, you should simply respond to it saying that you love to help other people to solve problems and simply make them feel better. Or you can say that you simply prefer routine jobs in general.

Question 39. Imagine A Very Stupid Customer, That Struggles To Understand A Word You Are Telling Him. What Would You Do In Such A Case?

Answer :

This is  a hard situation that is just rarely resolve in a real help desk support job. But to say that you will try to design a list of simple steps and then go with the customer through every single step until he gets the point, is a advisable answer.

Question 40. How Do You Keep Your It Knowledge And Skills Up To Date?

Answer :

I remain up-to-date regarding current trends and developments in the IT industry through internet, journals, books and acquaintances.