Mostly Asked IT Help Desk Interview Preparation Guide

Download PDF

► What does being a team player mean to you?
► Give us an example of how you handled a conflict with another employee?
► What are your salary expectations?
► What would you consider your most important accomplishment?
► How would you define success?
► At your last review, what improvements did your manager suggest you make?
► What would your coworkers say about you?

► What do you like about your current job or what did you like about your last job?
► Give us an example of when you handled a stressful situation.
► Give us an example of one of the toughest problems you had to face, and how did you deal with it?
► Why do you think you should get this position?
► Do you think you are the best person for this job? If so, why?
► Why did you apply for this position?
► Why did you apply for a position with our company and what do you know about us?
► Why should we hire you?
► Tell us about your short and long term goals?
► Where do you see yourself five years from now?
► Please explain, what does customer service mean to you?

► What is IPv6?
► What are the physical & logical components of ADS?
► In which domain functional level, we can rename a domain name?
► What is multi master replication?
► What is a site?
► Which is the command used to remove active directory from a domain controller?
► What is the file that's responsible for keeping all Active Directory databases?
► Tell us a little bit about yourself?
► What are your greatest strengths?
► What are your greatest weaknesses?

► Name the process names for the following: System Attendant, Information Store, SMTP/POP/IMAP/OWA?
► What is the maximum amount of databases that can be hosted on Exchange 2003 Enterprise?
► What are the disadvantages of circular logging?
► >What is Active Directory schema?
► What are the domain functional levels in Windows Server 2003?
► What is the default domain functional level in Windows Server 2003?
► What are the forest functional levels in Windows Server 2003?
► What is a global catalog server?
► How can we raise domain functional and forest functional levels in Windows Server 2003?
► What is the default protocol used in directory services?

► What is the subnet for a class C network?
► Have you configured a NIS server/client before? If so, describe what you did.
► Have your configured a NFS server?
► What are RAID 1 and RAID 5?
► What are the required components of Windows Server 2003 for installing Exchange 2003?
► What must be done to an AD forest before Exchange can be deployed?
► What Exchange process is responsible for communication with AD?
► What connector type would you use to connect to the Internet, and what are the two methods of sending mail over that connector?
► How would you optimize Exchange 2003 memory usage on Windows Server 2003 with more than 1Gb of memory?
► What are the standard port numbers for SMTP, POP3, IMAP4, RPC, LDAP and Global Catalog?

► What is a VPN?
► What is a default route?
► How do you set a default route on an IOS Cisco router?
► What is a metric?
► What is a MAC address?
► What is ARP/RARP?
► Describe a TCP connection sequence.
► What is MTU?
► What other TCP setting can you modify besides MTU to shorten packets?
► What is the difference between layer 2 and layer 3 devices?

► What is OSPF?
► A user is complaining of delays when using the network. What would you do?
► What is the difference between layer 2 and layer 3 in the OSI model?
► What is the difference between a hub, switch, and router?
► What is a VLAN?
► What is the difference between TCP and UDP?
► How do you distinguish a DNS problem from a network problem?
► What are a runt, Giant, and collision?
► What is a broadcast storm?
► What is the purpose of VRRP?

► What is the difference between a hub and a switch?
► What is a network?
► What is Active Directory?
► What is TCP/IP and what does it stand for?
► What is a default gateway?
► What does DHCP stand for?
► What is an IP Address?
► What is the significance of the IP address 255.255.255.255?
► What are the 3 major classes of an IP network?
► What is a Class D IP address?

► Have you noticed some product-issues that you perceive could cause possible calls by end users/ customers?
► What steps do you take when handling an awkward call such as when the caller is concerned with their warranty or asking for a return or refund?
► Are you familiar with service manuals/schematics and how do you use them?
► What if a warranty has expired and a customer demands a no-charge repair?
► A customer could damage a product and expect the company to fix or replace it. How would you handle this situation?

► How have you built knowledge of products and services?
► What type of process discipline do you use?
► What communicating and networking systems are you familiar with?
► Have you ever used SAP or similar system?
► How do you manage and organize several departments? How do you monitor these departments?
► What type of systems development skills do you possess?
► What are your administrative practices?

► What IT help desk tools have you used in the past?
► What types of software applications and networking programs tools do you use? Can you list different IT products and your knowledge of these?
► Have you ever been responsible for maintaining a network setting? What was the base size, and expectations?
► Describe your IT trouble shooting procedure?
► What programs have you used to log and date calls?
► Describe you experience in: firewalls, spy ware detection and virus ware implementation?
► Describe your knowledge in: PC hardware and operating systems?

► How do you work as part of a help desk team to solve a problem?
► Do you solve problems better as a team member or individually?
► Can you describe a time when you worked with other help desk personnel to solve a problem or issue for a customer? Was it satisfying for you to be a part of that team?

► How would you describe your interpersonal communication skills?
► Have you ever had to deal with an extremely difficult customer/caller? How did you handle the situation? What do you do to de-stress?
► Have you ever been unable to help a customer or diagnose their technical problem? What did you do? Was it because you did not have the right information to solve the problem or issue?
► Have you ever had a customer get very angry? How did you handle the situation?
► Have you ever been unable to solve a help desk call?
► If the customer requires knowledge of a product you do not have, how would you respond?
► Would you describe yourself as organized?
► When you see a call is taking too long what did you do?

► How did you hear about our products and company?
► Do you use any of our products or similar products/competitors?
► Would you say that you are hands-on type of person?
► What is your expected typical time spent on an average call?
► Have you ever dealt with service and warranty centers?

► What is the best way to contact the help desk for support?
► How do I check my OSC e-mail via the World Wide Web?
► Where can I find resources for creating a website?
► Can I keep my OSC email account after I leave the college?
► How do I change my password?
► How do OSC passwords and University passwords affect each other?
► What is the password policy?
► How do I back up my Exchange email to my local computer?

► Where can I check my UH E-mail account?
► Where can I download UH Sponsored Software?
► What do I do if my computer freezes or gives me an error message?
► How Do I Publish a Web Page?
► How do I password protect my screen saver on a mac?
► How do I reset my user account password on a Mac?
► How do I use my Windows password as my screen saver password?
► How do I create a password for my user account in Windows?

I would start thinking there might be an issue with the internet and if possible check other computers.

Using a DHCP server

DNS mapping an IP address to a host name for example 98.139.183.24 is the IP address for one of Yahoo's servers.

IT and computer knowledge would be an additional assets for an helpdesk associate, and even company can take a help of computer software to minimize the workload and to communicate with the customer effectively.

Speak about the experience that is related to your position, tell them what are the responsibilities that were involved and also explain what additional thing you were doing like managing call or using any software. If you don't have experience, you don't have to worry, you can tell them you are a fresher.

The service desk is a single point of contact between customer and company, where all the information regarding the company's service are delivered.

A helpdesk ensures that the customer's problems are resolved in a timely fashion.

Help desk associate responsibility is to give a satisfactory solution to their customer, and if the customer's problem is not solved then a follow up needs to be taken till the problem is not solved.

First I will repeat the question and try listen to the customer and if the customer is annoyed and is not ready to listen what you are saying, the best thing is to transfer the call to supervisor or another assistant.