Help Desk Support Interview Questions

Interviewer: Good morning, thank you for coming in today. Can you please introduce yourself and explain your previous experience in Help Desk Support?

Candidate: Good morning, my name is Jane and I have been working in the Help Desk industry for the past 5 years. I have experience in both Tier 1 and Tier 2 support roles.

Interviewer: That's great to hear, Jane. How would you define good customer service in the Help Desk industry?

Candidate: Good customer service in the Help Desk industry involves being patient, understanding, and having great communication skills. It's also important to be able to troubleshoot problems quickly and effectively.

Interviewer: Can you describe a time when you went above and beyond for a customer?

Candidate: Yes, I had a customer who was having difficulty with their internet connection. After several attempts to resolve the issue over the phone, I decided to drive to their location and troubleshoot in person. After several hours of working on the issue, I was able to resolve it and the customer was very grateful.

Interviewer: That's impressive, Jane. Can you walk me through your troubleshooting process?

Candidate: Absolutely. My troubleshooting process starts with asking the customer about the issue they're experiencing, followed by taking them through a step-by-step process to identify the problem. Once the problem is identified, I work on finding a solution through research, trial and error or consulting with colleagues if needed.

Interviewer: How familiar are you with different operating systems such as Windows, Linux and Mac?

Candidate: I am proficient in all three operating systems and have experience troubleshooting software and hardware issues in each of them.

Interviewer: Can you tell me about a time you had to troubleshoot a software issue?

Candidate: Yes, I once had a customer who was unable to access a program they needed to complete their work. After researching the issue, I discovered that it was a compatibility issue with the customer's operating system. I was able to find a solution and had the customer back up and running in no time.

Interviewer: Great job, Jane. Can you explain how you prioritize and manage your workload during busy periods?

Candidate: During busy periods, I make a list of tasks to be completed and prioritize them based on urgency. I also make sure to communicate with my team members to ensure that we are all working collaboratively to manage the workload.

Interviewer: How do you handle customers who are frustrated or hostile?

Candidate: I remain calm, empathetic and try to understand their frustration. I listen attentively to their complaints and strive to find a solution to their problem as quickly as possible.

Interviewer: Can you tell me about your experience working with remote access programs and VPNs?

Candidate: I am familiar with different remote access programs such as Remote Desktop Protocol and LogMeIn. I have also worked with VPNs in the past and understand the importance of maintaining security protocols while accessing remote networks.

Interviewer: Can you describe your level of proficiency working with Microsoft Office applications such as Excel and Word?

Candidate: I am proficient in Microsoft Office applications such as Excel, Word, and PowerPoint. I have used these applications to create documents, spreadsheets, and presentations.

Interviewer: Have you ever worked on a project where you had to train and assist other employees?

Candidate: Yes, I have. During my time as a Tier 2 support technician, I trained new employees on company procedures, best practices, and technical aspects of the job.

Interviewer: Can you tell me about your experience with ticketing systems such as Zendesk or Freshdesk?

Candidate: I have experience with a number of different ticketing systems, including Zendesk and Freshdesk. I am comfortable using these systems to manage and prioritize customer requests.

Interviewer: How do you handle a situation where you do not know the answer to a customer's question?

Candidate: If I do not have the answer to a customer's question, I will tell them that I don't know the answer but assure them that I will find out and get back to them within a certain timeframe. I will then consult with my colleagues, research the issue or escalate the problem if necessary.

Interviewer: Finally, why do you think you would be a good fit for this Help Desk Support position?

Candidate: I think that my experience, technical skills, and customer service skills make me a strong candidate for this position. I am a quick learner and am committed to providing excellent service to customers.

Scenario Questions

1. Scenario: A customer is reporting that their computer screen is frozen and they can't do anything. What are the first steps you would take to assist them?

Candidate Answer: Firstly, I would ask the customer if they have tried restarting their computer. If that does not work, I would ask if they can access Task Manager or if they are receiving any error messages. From there, I would troubleshoot with the customer to determine the source of the freeze.

2. Scenario: A user reports that they are unable to connect to the internet. What steps would you take to diagnose and fix the issue?

Candidate Answer: First, I would ask if any other devices are having connectivity issues or if this is isolated to their device. Then, I would confirm that they are connected to the correct network and try resetting the router if necessary. If the issue persists, I would check for any software or firewall updates that may be affecting their connectivity.

3. Scenario: A customer is reporting they cannot access a specific file on their computer. What steps would you take to assist them in retrieving the file?

Candidate Answer: Firstly, I would determine if the file is saved locally or on a server. If it is on a server, I would check that their permissions are correct and troubleshoot any network issues that may be preventing them from accessing the file. If the file is saved locally, I would check if it has been accidentally deleted or if it has become corrupted.

4. Scenario: A user is experiencing slow performance on their computer. What steps would you take to diagnose and troubleshoot the issue?

Candidate Answer: First, I would check how much storage the computer has left and clear out any unnecessary files. Then, I would check for any malware or viruses that may be affecting the computer's performance. If the issue persists, I would look at which programs are running in the background and disable any unnecessary ones.

5. Scenario: A customer reports that they are unable to print from their computer. What steps would you take to diagnose and fix the issue?

Candidate Answer: Firstly, I would check if any other devices are having issues printing to ensure it is not a network issue. Then, I would check that the printer is on and connected to the correct network. If the issue persists, I would check if there are any print spooler issues or if the correct printer driver is installed on the computer.