Difficult Help Desk Specialist Interview Preparation Guide

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The best candidates will tell you not only why they want to be a help desk assistant, but why they want to work with you.

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.

Handling irate customers is something that I am quite experienced in. It is natural for customers going through a certain technical glitch to feel grumpy. I do not react negatively. I make sure that I understand their predicament, calm them down by using appropriate sentences, and then resolve their issues as best as I can.

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.

The first thing a help desk person must do is to try understanding the customer, also try to avoid the conflicts or any such things that disturbs the customer. Then you can confront with each other and try to solve the problem.

Help desk staff handle customer service first, and the tone of the customer service sets the tone for the company’s relations as a whole. Outstanding help desk staff put customer service first – always.

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.

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.

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.

The ability to listen, to communicate clearly, to be patient in a tense situation, and to know the available resources well all contribute to the success of an ideal help desk staff member.

Customers are a company’s assets 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!

This sounds like a dumb question. Who’s going to say they hate their current users because they’re terrible people? Actually, I’ve known that to happen. The applicant had little patience for needy users and didn’t mind telling people. Patience is a virtue desperately needed on a help desk.

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.

How the candidate describes the experience matters as much as what the candidate says. Look for candidates who focus on solving the problem, not on blaming others or commenting on personalities.

If you’re working at a help desk, chances are you’re going to be dealing with people who need help. If people need help, chances are they’re confused, frustrated, upset, angry, or a little bit of everything, and you are the one they’re reaching out to in order to calm their woes. It’s important not to take personal offense to a customer’s frustrations – unless, of course, they insult you personally, but most of the time your employer will still expect you to handle this with grace and professionalism. (Usually, this means transferring the elevated customer to a manager – being subjected to verbal abuse and harassment is not in your job description, so make sure to have this discussion with your higher-ups and know what to do in these scenarios.)

This task is good for both experienced and inexperienced candidates. It seems like a test of knowledge, but actually it’s a test of communication skills. If the candidate admits no knowledge of DHCP, explain it to him or her and then request the paragraph. If the candidate returns a well-written explanation, this person could be a good support analyst.

I believe that working in this capacity is interesting all over. No one day is like another, and one gets to learn so much each day. It is a truly fascinating job.

Try to give answer where you had a minimum conflict or misunderstanding with the customer, and then explain how you had solved the problem.

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.

Don’t let cliché questions put you off. Just because people expect a question doesn’t mean you can’t learn a lot from their answers. Obviously the applicant wants to impress you and may say something like “computer class.” That’s not a bad answer, but people who liked math should be quite good at problem solving even non-math problems. Also, applicants who admit to liking English will have the communications skills you seek.

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.

Ability to listen others
Ability to present your thoughts clearly
To be patient especially in a tense situation

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.

I like to communicate with people. Help desk assistant job is a type of job where you continuously interact with people and help them to solve their problems.

At this point in time, I am working hard to learn most of what there is to know about help desk dynamics, so that I can effectively lead a team of help desk workers. I hope to reach this milestone soon.