It help desk technical interview questions and answers pdf

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

1 :: 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

2 :: 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.

3 :: 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.

4 :: 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.

5 :: 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.

6 :: 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.

8 :: 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.

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Top Frequently Asked Service Desk Analyst Interview Questions

1. What do you do if a customer is not satisfied with your service? Continue with the same customer or move on to the next one?

It is my responsibility to make sure the person seeking assistance is satisfied with the service provided.

2. What would you do if the customer does not understand what you are trying to explain?

The best thing here to do is to repeat the question and see if the person understands you. If they don’t understand, I will transfer my call to another assistant who can help them with their issue.

3. If a user is complaining that their PC has frequent lockups and reboots, what do you think could be the possible reason behind this problem? 

There could be a problem with their hard drive. Probably, the CPU might be overheating, there could be a problem with memory, or the power supply must be failing. In a few cases, there can be an issue with their motherboard. However, that's a rare occurrence.

4. What are your views and suggestions on a shared workspace?

A shared workspace is fine as long as we maintain the dignity of the space. It is advisable to not consume foods with a strong smell, to avoid making any disturbing noises, and to be supportive of each other when working in a shared workspace.

5. What is DHCP?

DHCP means a network server that provides and assigns IP addresses on its own and does the same with default gateways, and other network parameters to concerned devices. It depends on the standard protocol, known as Dynamic Host Configuration Protocol or DHCP, to respond to broadcast queries by clients.

6. What according to you are the minimum and most basic configurations needed to run a desktop?

We will need a CPU, an operating system, minimum memory storage, a display/monitor to work on, and a network adaptor to configure a basic desktop.

7. How familiar are you with the Windows OS? How long have you worked with Windows?

Yes, I am familiar with the Windows operating system and I have been learning and using the Windows OS since high school.

8. Can you list some types of OS?

Yes, they are:

• Windows
• Linux and
• Mac, etc.

9. What according to you, is the major difference between Windows 7 and Windows 10?

Windows 7 is no longer provided with frequent updates, whereas Windows 10 receives two major updates a year 

10. Are you aware of our services/products?

This question is meant to analyze how much research you have done about the company you are applying to. You need to study their services and products to prove that you have done your homework. This will also give you an upper hand as compared to candidates who have missed out on that part.

11. Explain the importance of IT skills if you were to work as a Service Desk Analyst and also explain how you plan to stay updated with the latest IT skills?

IT skills are most important when working as a Service Desk Analyst. In order to stay updated with the latest trends and new IT skills, I use the internet, online resources to learn new skills, and I also believe in learning from my peers.

[Realted Article: Service Desk Manager]

12. What do you do if your PC doesn’t turn on in one go?

I will check the cables and electricity supply first, and if there is no problem with that, I will report the problem to the IT department of the company.

13. How would you rate your communication skills?

Be realistic and humble in this answer. Do not sound way too overconfident but also refrain from underestimating yourself.

14. What does your troubleshooting process look like?

First of all, I gather information from the customer. Next, I identify the issue and verify it as well. After that, I try quick common fixes for the given condition. If that does not give a successful result, I go for the additional resources to further research the issue.

Once a solution is found, I perform appropriate repairs or replacements if necessary. After the solution is implemented, I test thoroughly to ensure everything is OK.

15. Describe a time when you went above and beyond to help a customer.

At my previous company, I remember one customer had an issue that kept happening. The common fixes we were using were only temporarily solving the problem.

After doing a bit of research, I was able to design and develop a new solution. I called the customer personally and implemented the repair.

16. What was the worst part of your previous job?

Look at the job description. Do not list out anything that is a responsibility you have to handle here. That will create a bad impression on the interviewer and you will come off as ignorant.

17. What makes you the perfect fit for our company?

You may list out your skills and correlate them to your role at this company. Justify why your skillset is the perfect match for the company. You can also state how your experience will be of great use to the company.

18. What do you know about Microsoft office 365?

Microsoft Office 365 is a subscription-based service and can be accessed through the Internet. It does not use the space on your computer as it is not stored there. It is possible to run SaaS applications in the Cloud, however, this doesn't make them a Cloud.

19. How would you proceed to explain DNS to someone with no technical background?

DNS can be explained as a protocol responsible for providing the framework for web browsing. Simply put, DNS is a network of computers that supports the infrastructure necessary to browse the Internet.

20. Will you be good at teamwork?

Know that teamwork is an essential part of any corporate job and you will not get through the interview if you show even a slight dislike towards working cooperatively in a team. 

About Author

Ravindra Savaram is a Content Lead at Mindmajix.com. His passion lies in writing articles on the most popular IT platforms including Machine learning, DevOps, Data Science, Artificial Intelligence, RPA, Deep Learning, and so on. You can stay up to date on all these technologies by following him on LinkedIn and Twitter.

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