14 Help Desk Interview Questions to Ask Your Top Candidates

14 Help Desk Interview Questions to Ask Your Top Candidates

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1. Tell me about a time when you had to talk someone with no computer knowledge through an IT problem?

This can be one of the more challenging aspects of help desk work, as IT staff can sometimes struggle when communicating with non-technical audiences.  Ask the interviewee to explain their process for tackling this kind of conversation. How did they break things down for the person they were helping? What kind of additional questions 

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1. Tell me about a time when you had to talk someone with no computer knowledge through an IT problem?

came up, and how did they deal with them? How did they ensure that the other person understood?

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2. Tell me about a time you had to deal with someone who was angry?

IT problems can be particularly stressful to people are not technically inclined, which means that callers might be upset when reaching out to a support professional.  Candidates should demonstrate to you that they understand the principles of active listening: listen without intervening; empathize; confirm understanding of the problem; 

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2. Tell me about a time you had to deal with someone who was angry?

offer an appropriate solution; ensure that the caller has understood the solution. And they should never just read from a script!

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3. Do you prefer communicating by phone or text? Why?

Most help desk positions involve a substantial amount of written communication. This includes internal channels, such as ticket initiation and escalation, and external ones, such as email and IM support.  Verbal communication is of course essential as well if you offer a phone-based support service. Strong candidates will use this question to talk about 

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3. Do you prefer communicating by phone or text? Why?

the pros and cons of different communication methods while assuring you that they're comfortable using a range of channels.

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4. What tech sites do you regularly visit?

Answers here may range from the general, such as Stack Overflow, The Verge and IT-related Reddit communities (also known as subreddits), to tech-specific blogs and social media feeds. This information can provide insight into candidates' levels of engagement with the world of technology.

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5. What interests you about our product or service?

This help desk interview question tests how well the candidate prepped for the interview and gauges their enthusiasm for your company's mission.  You can follow up by asking candidates to describe your typical target customer and perhaps even what they see as alternative use cases for your product.

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6. How would you explain a concept such as cybersecurity or cloud technology to a non-tech person?

A question like this can yield insights into the candidate's tech knowledge.  Do they just use buzz words, or do they have a large enough grasp of the concept they can explain it thoroughly but succinctly?

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7. Tell me about your experience with remote support?

A lot of help desk support requires remote access to the user's device. Your candidate may have some experience of working with remote access systems, such as RemotePC or Zoho Support.

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8. What other tools have you used when supporting colleagues remotely?

Ask candidates about what ticketing systems and remote login tools they've used. You might also inquire if they've had to use any system or network monitoring applications and what application tools they prefer.

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9. How would you solve ______________?

Fill in the blank with the most common queries presented to your help desk and try posing one of them to applicants. You'll be able to get an idea of their aptitude for working through problems.

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10. Tell me about a time when you experienced good customer service from a company, not necessarily a tech company?

Everyone has a different idea of what good service means. Some people prize efficiency, while others are more interested in friendliness.  This question will help you identify candidates whose approach aligns with your organizational culture and your customers' expectations.

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11. Tell me about a time you went the extra mile

Top help desk analysts go above and beyond to ensure callers' issues are fully resolved so that tickets aren't reopened.  The tone and content of a candidate's response to this question may give you a hint as to whether they do the bare minimum or provide thoughtful and thorough service.

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12. What are the qualities that make you a good team player?

A suitable candidate will answer this question by listing relevant soft skills like active listening and a collaborative mindset.  A great candidate will throw in examples of when and how they've used these skills to solve real-world challenges, such as meeting a tight deadline or resolving conflict with a difficult colleague.

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13. How do you handle criticism?

Analysts work in high-pressure environments and may have to field criticism and complaints from customers and colleagues, so you don’t want to hire someone with a thin skin.  Look for interviewees who demonstrate a capacity to learn from peer criticism and customer complaints rather than taking them personally.

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14. How flexible are you in terms of scheduling?

Many help desk roles require working nights and weekends, so you need to make sure top applicants can meet your scheduling demands. Set expectations about working hours and confirm candidates are amenable to non-standard work schedules. Providing top-notch help desk services has never been more critical. Internal users need 

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14. How flexible are you in terms of scheduling?

support to do their jobs, and external customers expect great support as part of your service. By asking the right help desk interview questions, you can build a team that’s as efficient as they are customer-centric.

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