21⟩ Tell us how you deal with a customer who is on the phone and refuses to calm down?
Such situation is very common in a helpdesk job. This question is again put in-front of you to check your ability how you face the stressful situation.
Help Desk Specialist
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“Help Desk Specialist Frequently Asked Questions in various Help Desk Specialist job interviews by interviewer. The set of questions are here to ensures that you offer a perfect answer posed to you. So get preparation for your new job interview”
73 Help Desk Specialist Questions And Answers
22⟩ Tell me what is one of your weaknesses?
This specific question, and questions like it, are highly personalized and designed to catch you off guard. It’s important to self-assess and be critical of your own flaws, and potential employers want to know that you can do both of these things, and learn from them. While no guide can’t answer this question for you, since everybody is different, it is good to know why this question is asked. If you aren’t somebody who is capable of analyzing their weaknesses, then you obviously aren’t capable of learning from mistakes. That’s what this question is really about.
23⟩ Suppose I would like to set up a second interview with our evening supervisor. Can you come back this evening at 700?
Once again, this is not about the evening supervisor. The answer should help you judge how flexible the candidate is and how well he or she handles less-than-ideal situations. Obviously, you should only ask this question if you are giving second interviews and you have someone available at 7:00.
24⟩ Tell me what is the first thing that comes to your mind when a caller says that he cannot log-in to his account?
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.
25⟩ Tell me what skills do you possess that make you a good contender to be considered for a help desk specialist position?
I possess in-depth working experience of Windows products, including application installation, Active Directory and organization units. In addition to this, I have deep knowledge of data backup systems, principles and safeguards, and can handle antivirus systems and security settings with great expertise. As far as non-technical skills are concerned, I am a customer service-oriented individual with exceptional telephone mannerisms, and excellent communication skills.
26⟩ Please explain some of the task that you had performed in your previous company?
Explain him about your job responsibility in previous job citing few examples of customer handling and solving their problems.
27⟩ Tell me how important IT skills are in help desk service and how you keep yourself updated with those skills?
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.
28⟩ Suppose if there is a customer who does not understand your language then how will you help him/her?
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.
29⟩ Suppose in a situation where caller did not understand what you are explaining, what you would do?
First I will repeat the question and try listen to the customer and if the customer is annoyed and is not ready to listen what you are saying, the best thing is to transfer the call to supervisor or another assistant.
30⟩ 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?
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.
31⟩ Explain me how important are IT skills in a help desk position? How do you keep your skills updated?
IT skills allow help desk staff to assist customers and employees more quickly. Look for staff who not only have strong computer skills, but who are also committed to improving their skills through classes, practice, and independent study.
32⟩ Please explain if the customer is not satisfied with your service do you analyze your mistake or just move on to another customer?
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.
33⟩ Suppose if someone finds that their Internet connectivity is down, how would you fix the problem?
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.
34⟩ Tell me some of the task that you had performed in your previous company?
Explain him about your job responsibility in previous job citing few examples of customer handling and solving their problems.
35⟩ Explain how you will organize your work schedule?
Based on the priority, I will schedule my work and assignment accordingly.
36⟩ Tell me what type of customer contact do you like best – in-person or over the telephone?
I do not have preferences, to be honest. I am equally good at handling customer contact both ways.
37⟩ Explain me about a time you dealt with a frustrated customer. What was the issue, and how did you handle it?
Listen for a story that describes your ideal help desk staff member. Efforts to understand the customer’s frustration, reduce tension, and efficiently solve the problem all point toward outstanding staff.
38⟩ Tell me how well-versed are you with troubleshooting hardware problems? How does this knowledge help you in your work at the help desk?
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
39⟩ Please explain about your current job. What do you like about it? What do you dislike?
This is another good question for weeding out those applicants who just won’t want to deliver. While “heads down” programmers are great, the help desk needs analysts who enjoy talking to users. Avoid candidates whose favorites have more to do with the systems than the users. Good answers indicate that the applicant enjoys talking with users or investigating tough problems.
40⟩ Explain me if a user is unable to boot windows, how will you troubleshoot it?
I will use emergency repair disk and try to fix the problem. If problem still arise, I will re-install windows.
