Help Desk Interview Questions and Answers
Help desk interview questions investigate a number of key abilities and skills that applicants for all help desk jobs need.
Help desk specialists need more than basic technical know-how. They have to:
- answer phone calls
- listen and question effectively
- interpret and solve problems
- give technical support
- keep track of problems and resolutions
Often they have to handle difficult and demanding customers. Help desk
jobs are as much about people, problem-solving and communication as they are about
technology.
In addition to product and technical knowledge the following
abilities and competencies are essential to success in help desk work:
- customer-service orientation
- problem-solving ability
- the ability to adapt to different demands
- stress tolerance
- communication skills
Expect help desk interview questions that explore these 5 core competencies or behaviors.
Behavioral-based Help Desk Interview Questions
1. Communication
The focus of help desk interview questions is often around the candidate's communication skills.
"Tell
me about a time when it was particularly difficult for the caller to
explain the problem to you. How did you reach an understanding of the
issue?"
In your answer
demonstrate your ability to ask the right questions and continually
clarify to get the correct information. The emphasis is on active
listening, effective questioning and clarification.
Find out how to "Give me an example when you had to simplify complex information in order to explain it to a caller."
Key
to your performance on the help desk is an ability to break down
complicated information so that it can be easily understood by people
with limited technological expertise. Your answer should show how you
can express your knowledge in a clear and simple manner.
"Discuss a situation when the caller had great difficulty in understanding what you were explaining. What did you do?"
Focus
on your ability to adjust your communication style to the level of the
caller. You have to able to talk to people of all levels of education,
experience and technological expertise. Highlight your patience and
willingness to repeat the information until understanding is reached.
Pay
attention to the way you communicate with the interviewer. Your
listening skills and questioning ability will be under close scrutiny.
Go to "How have you responded when callers become demanding beyond an acceptable level?"
Help desk interview answers to these questions should all highlight your ability to remain professional in difficult situations.
Focus on the effort you made to understand the callers' issues and to meet their needs without becoming upset or negative.
Expect common customer service questions including What does excellent customer service mean to you? Go to "Tell me about a problem that you could not immediately solve. What resources did you use?"
Your
interview answers should demonstrate your ability to:
- get the necessary
information from the caller - to identify the key issues and detect the
problem
Focus on your skills in analyzing the problem and working out the best solution using the resources available to you.
4. Adaptability
"Tell me about a time you had to had to adjust your approach to deal effectively with a work demand."
"Tell me about a time you experienced conflicting work demands. How did you respond?"
"What kind of people are your current users? How do you adapt to their particular demands?"
The
interviewer wants to know if you can effectively deal with different
people and different demands. Show that you can adjust your
communication style, your behavior and your actions to meet changing
demands and tasks.
Show how you are able to maintain your effectiveness in dealing with different people.
5. Stress Tolerance
"Tell me how you have dealt with a hostile caller. What was the outcome?"
"Describe a highly stressful interaction you've had with an internal/external customer. How did your react?"
"How did you respond when you received negative feedback from a caller about you personally?"
These help desk interview questions require you to show how you can
handle negative and stressful situations. Your answer should:
- show a
patient and positive attitude when challenging situations occur - show that you do not allow your personal ego to get in the way of helping the
caller - describe the coping techniques you use to keep calm under stress
These answers to behavioral interview questions will help you to be ready for a range of behavioral based interview questions.
Typical Help Desk Interview Questions
Help desk staff may be required to work outside the 9 to 5 day. Your
willingness to have a flexible work schedule may be explored.
"Tell me about your current work schedule."
Help desk workers need to constantly learn new technologies and stay current.
"How do you keep your knowledge and skills current?"
Demonstrate a willingness to learn and implement new knowledge.
Expect help desk interview questions that explore your product and technical knowledge.
"In
which areas do you consider yourself to be an expert, and how do you
envisage being able to utilize this expertise within this
organization?"
Demonstrate that you understand the overall
systems environment as well as specific products. Highlight your
specialist skills and how they will benefit this position.
"What are your strong points as an employee?"
Go this interview weakness question.
How to prepare for a help desk interview
These call center and customer service interview guides will ensure that you are ready for any interview question you may be asked.
INTERVIEW GUIDES
Customer Service Interview Guide
INTERVIEW GUIDES
Customer Service Interview Q&A
INTERVIEW GUIDES
Call Center Interview Questions
Common Job Interview Questions
You will have to answer a number of Why do you want to work here?
Ask the interviewer good questions
Prepare
some smart questions to ask in your interview. It is important to be ready
with some insightful questions to ask the interviewer. Help Desk Interview Questions to Ask
Help desk job applications
HELP DESK JOBS
Sample Help Desk Resume
HELP DESK JOBS
Help Desk Job Description
HELP DESK JOBS
Sample Call Center Resume
There are a number of tried and tested interview techniques and strategies that improve your chances of success. Job Interview Guide > Help Desk
Leave a Comment