IT Help Desk Interview Preparation Guide

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► 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

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.

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.

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.

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.

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.

The caps lock! Many customers make this mistake even though most modern operating environments prompt them when a caps lock is on. However, there are times when the customer has forgotten his password and we have to reset it and other technical problems associated with logging in.

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.

I remain up-to-date regarding current trends and developments in the IT industry through internet, journals, books and acquaintances.

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.