Help Desk Interview Questions and Answers

Top 10  Help Desk/Customer Service Interview Questions and Answers

In most cases, in order to properly address the following questions; a multi-part answer is provided for each and is expected to be recited during an interview.

Question #1

1. What makes a good Help Desk employee?
2. Have the ability to listen and resolve problems.
3. Be able to resolve issues fast and concisely by explaining the situation in an easy to follow manner.
4. Have patience and understanding with customers.

Question #2

2. How would you deal with an issue that you can’t resolve or understand?
3. Ask appropriate questions to get to the bottom of the issue without aggravating the customer.
4. You would contact or inquire about a solution from a coworker or a manager.

Question #3

3. If you come across a frustrated customer, how would you deal with this situation?
4. The reassuring customers that their issue will be resolved is a sure way to calm them down.
5. It is important to stay calm yourself and not get frustrated in order to handle the situation properly.

Question #4

4. Have you ever had a conflict with someone, and if so how did you resolved it?
5. Try to provide a minimal conflict situation in which the issue was resolved in a professional and courteous manner
6. You can also provide an answer where it was a simple misunderstanding and how you were able to resolve the issue.

Question #5

5. How would you rate yourself from 1-5, based on the ability t resolve issues?
6. If you are new to Help Desk and customer service, you may not wish to rate yourself at 5 because the following question may not be something you can answer. In this answer, you could rate yourself at4.
7. You rate yourself at 5 if you have previous Help Desk experience and are sure that you can answer any other questions that may follow.

 Question #6

6. How do you stay up to date with IT knowledge?
7. For this answer, you can mention that the internet, books, and education as sources of knowledge in order to keep up with the fast-evolving IT world.
8. Be ready to cite your sources as this may be a follow-up question.

Question #7

7. Why do you wish to work with Help Desk?
8. Provide honest answers to this by stating that you like to troubleshoot computer problems and gain pleasure in helping others. Also mentioned that Help Desk is a good place to learn new things.

Question #8

8. How do you stay organized?
9. You can provide specific ways on how you stay organized; for example, you can mention that you take notes and prioritize tasks at hand in order to resolve the issues inefficient manner.
10. You utilize any tools provided in order to stay organized. In this example, you could mention MS Outlook, Word, Excel or similar software in addition to taking paper notes.

Question #9

9. Do you think it’s important to be a team player?
10. It is very important to be a good team player because it shows that you are willing to work with others.
11. A good team player can resolve more difficult issues in a more efficient manner; especially when working with different departments within the company.

Question #10

10. Which ticketing system are you familiar with?
11. If you have experience with the Help Desk, for this question you would simply state which ticketing system you have used in the past.