21⟩ What you do if there is a link light now?
I would start thinking there might be an issue with the internet and if possible check other computers.
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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
22⟩ What server you used to reserve an IP address?
Using a DHCP server
23⟩ What techniques you think would be helpful to improve the service?
IT and computer knowledge would be an additional assets for an helpdesk associate, and even company can take a help of computer software to minimize the workload and to communicate with the customer effectively.
24⟩ As a help-desk associate what experience do you have?
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.
25⟩ What is service desk?
The service desk is a single point of contact between customer and company, where all the information regarding the company's service are delivered.
26⟩ What is helpdesk?
A helpdesk ensures that the customer's problems are resolved in a timely fashion.
27⟩ Do you analyze your mistake or just move on to another customer if the customer is not satisfied with your service?
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.
28⟩ Tell me how you will organize your work schedule?
Based on the priority, I will schedule my work and assignment accordingly.
29⟩ What you don't like about your job?
Give your answer in brief and avoid telling something that related to customer service. If you want to say something that you don't like than you can mention that long queue of customers waiting for their turn is something you don't like.
30⟩ Tell me are you a team-player or not?
This question is generally asked to check whether candidate is capable of working under different circumstances and with different people. As help desk associate has to constantly deal with different people of different departments, and to work with them smoothly and efficiently teamwork is very important.
31⟩ What you would do when caller did not understand what you are explaining?
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.
32⟩ When a customer refuses to calm down how you deal with him/her?
Such situation is very common in a help desk job. This question is again put in-front of you to check your ability how you face the stressful situation.
33⟩ Solving problem on phone how good you are?
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.
34⟩ IT Help Desk interview questions part 5
► How do you work as part of a help desk team to solve a problem?
► Do you solve problems better as a team member or individually?
► Can you describe a time when you worked with other help desk personnel to solve a problem or issue for a customer? Was it satisfying for you to be a part of that team?
35⟩ IT Help Desk interview questions part 6
► What IT help desk tools have you used in the past?
► What types of software applications and networking programs tools do you use? Can you list different IT products and your knowledge of these?
► Have you ever been responsible for maintaining a network setting? What was the base size, and expectations?
► Describe your IT trouble shooting procedure?
► What programs have you used to log and date calls?
► Describe you experience in: firewalls, spy ware detection and virus ware implementation?
► Describe your knowledge in: PC hardware and operating systems?
36⟩ Tell me how you face the criticism?
Answer to this question will judge your level of patience, they want to check how positively you can take your criticism and how you deal with them without losing your temper.
37⟩ What you like the best thing about your job?
When you bring smile on tense face of your customer by helping them and by solving their problems, it is the best thing that I enjoy during job. So, customer satisfaction is the best thing that I like most in my job.
38⟩ Tell me how would you rate your problem solving skills?
This is a common question asked for help desk jobs, so again it is a personal question, and you can rate yourself on number 1 to 10 / 10.
39⟩ IT Help Desk interview questions part 7
► How have you built knowledge of products and services?
► What type of process discipline do you use?
► What communicating and networking systems are you familiar with?
► Have you ever used SAP or similar system?
► How do you manage and organize several departments? How do you monitor these departments?
► What type of systems development skills do you possess?
► What are your administrative practices?
40⟩ When you do not know the answer how do you respond?
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.
