1⟩ How would you fix the problem if someone finds that their internet connectivity is down?
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.
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“IT Help Desk frequently Asked Questions in various IT Help Desk related job Interviews by interviewer. The set of questions here ensures that you offer a perfect answer posed to you. So get preparation for your new job hunting”
57 IT Help Desk Questions And Answers
2⟩ How will you troubleshoot if a user is unable to boot windows?
I will use emergency repair disk and try to fix the problem. If problem still arise, I will re-install windows.
3⟩ Tell me how much important is customer service for you?
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.
4⟩ How would you handle the circumstances if a user calls with a technical issue with which you are completely unfamiliar?
I will call my supervisor or coworker right away to discuss the problem to find out a solution.
5⟩ IT Help Desk interview questions part 4
► How would you describe your interpersonal communication skills?
► Have you ever had to deal with an extremely difficult customer/caller? How did you handle the situation? What do you do to de-stress?
► Have you ever been unable to help a customer or diagnose their technical problem? What did you do? Was it because you did not have the right information to solve the problem or issue?
► Have you ever had a customer get very angry? How did you handle the situation?
► Have you ever been unable to solve a help desk call?
► If the customer requires knowledge of a product you do not have, how would you respond?
► Would you describe yourself as organized?
► When you see a call is taking too long what did you do?
6⟩ IT Help Desk interview questions part 3
► How did you hear about our products and company?
► Do you use any of our products or similar products/competitors?
► Would you say that you are hands-on type of person?
► What is your expected typical time spent on an average call?
► Have you ever dealt with service and warranty centers?
7⟩ Do you know what is ITIL?
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.
8⟩ Tell me how you keep your IT knowledge and skills up to date?
I remain up-to-date regarding current trends and developments in the IT industry through internet, journals, books and acquaintances.
9⟩ In what areas do you consider yourself to be a specialist?
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.
10⟩ When a caller says that he cannot log-in to his account what is the first thing that comes to your mind?
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.
11⟩ 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 help-desk are trying to tell them especially through technical walk through. 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 walk through 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.
12⟩ Tell me how well-versed are you with troubleshooting hardware problems?
Since I an 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.
13⟩ What is excellence in customer service?
Customers are a company's jewel 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.
14⟩ Tell me how you handle an angry customer?
What you need to focus on here is your understanding of basic communication skills. Don't get angry back at the customer, don't resort to name-calling or accusations, and make sure to keep everything professional. Don't stray from the topic at hand - if the customer is angry that the company ripped them off, express your sincere apologies and let them know you are doing everything in your ability to get them the help they need. Walk them through your process, answer all of their questions, and if you can't answer a question, never tell them, "I don't know." Find out. It is your job to find out for them, and any effort you make, even the smallest, that lets them know you're working for them - that you are on their side - is vital.
15⟩ Do you know What is good customer service?
Good customer service means surpassing the customer's expectations, going out of your way to address their concerns and solve their issue with efficiency and a genuine desire to help. It means being available for the customer through any hardship, and making the extra effort to get them the help they need, even if you aren't the particular person fit for solving their problem. It means being honest with the customer, being clear and transparent about policy and other things that concern then, and making sure their experience was positive enough to guarantee they return, happy and fulfilled.
16⟩ What is IT Help Desk?
A help desk is a resource intended to provide the customer or end user with information and support related to a company's or institution's products and services. The purpose of a help desk is usually to troubleshoot problems or provide guidance about products such as computers, electronic equipment, food, apparel, or software. Corporations usually provide help desk support to their customers through various channels such as toll-free numbers, websites, instant messaging, or email. There are also in-house help desks designed to provide assistance to employees.
17⟩ What are the skills for Help Desk Job?
► Good verbal and written communication skills
► Positive communication habits ("people" skills, listening skills, etc.)
► Patience
► Eagerness to help others
► Quick, out of the box critical thinking skills
► Good with phones and computers
► Ability to multitask
► Manners
18⟩ IT Help Desk interview questions part 2
► What is the best way to contact the help desk for support?
► How do I check my OSC e-mail via the World Wide Web?
► Where can I find resources for creating a website?
► Can I keep my OSC email account after I leave the college?
► How do I change my password?
► How do OSC passwords and University passwords affect each other?
► What is the password policy?
► How do I back up my Exchange email to my local computer?
19⟩ IT Help Desk interview questions part 1
► Where can I check my UH E-mail account?
► Where can I download UH Sponsored Software?
► What do I do if my computer freezes or gives me an error message?
► How Do I Publish a Web Page?
► How do I password protect my screen saver on a mac?
► How do I reset my user account password on a Mac?
► How do I use my Windows password as my screen saver password?
► How do I create a password for my user account in Windows?
20⟩ What is a domain name resolution?
DNS mapping an IP address to a host name for example 98.139.183.24 is the IP address for one of Yahoo's servers.
