25 Help Desk Interview Questions & Answers
Pass YOUR interview at the first attempt!
I have an interview tomorrow 🙈
UPDATE: I got the job offer.
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Here’s the FULL LIST of HELP DESK INTERVIEW QUESTIONS AND ANSWERS:
Q1. Tell me about yourself.
SUGGESTED ANSWER:
“Thank you for giving me the opportunity to be interviewed for this help desk support position today. I would describe myself as a fast and accurate worker who has an inquisitive mind, an analytical approach to tasks, and excellent customer service skills. I enjoy interacting with, and helping people, and the most job satisfaction I have experienced in previous roles is where I have ultimate responsibility for solving other people’s problems. I have experience in working to strict timelines, I can quickly research information to solve problems, and I will always follow the applicable rules, policies, and operational procedures that are aligned with my role. If you hire me for this help desk support position, I will need little supervision and monitoring, I will manage multiple tasks professionally, and I will be available to work the hours needed to assist the organization in the function of its duties.”
Q2. Why do you want to work in Help Desk Support?
SUGGESTED ANSWER
“I want to work in help desk support because my skills, qualities, and passion are aligned with this type of work. In help desk support, no two days are ever the same, and whilst I will have to deal with recurring problems, I enjoy the challenge of having to take responsibility for resolving difficult issues. I am naturally a people person and the fact that I will get to communicate with a variety of different people with varying skill levels and knowledge appeals to me. I am also an inquisitive person who is comfortable researching problems on my own and my innovative approach to working means I can quickly and competently access different resources to find solutions for customers. Finally, I am seeking long-term employment with the same company, and providing I excel in my work and deliver value for money for your company, I will always have secure employment.”
Q3. Tell me about a time when you dealt with a difficult situation.
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Q4. What are the most important skills and qualities needed to work in Help Desk Support?
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Q5. How would you define a team?
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Q6. What are your strengths and weaknesses?
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Q7. Describe the problem-solving process you follow?
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Q8. How do you define excellent customer service?
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Q9. If a caller didn’t understand your solution to their problem, how would you simplify it?
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Q10. It’s almost 5pm and nearly time for you to go home. You receive a call from a customer who has a detailed problem that needs resolving. You anticipate the problem will take 20 minutes to resolve. What would you do?
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Q11. What do you expect to be doing on a daily basis in this Help Desk Support role?
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Q12. Why do you want to work for us?
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Q13. How would you keep calm an angry caller?
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Q14. A customer calls you to request assistance on a product or service you have no knowledge of. The person who does have the relevant knowledge is not available, and the customer needs an answer urgently. What would you do?
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Q15. Tell me about a time when you used persuasion techniques to get someone to see your point of view.
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Q16. Tell me a time when you provided outstanding customer service.
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Q17. Tell me about a time when your communication skills resulted in a positive outcome.
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Q18. Tell me about a time when you had to complete a task quickly.
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Q19. Tell me a time when you managed multiple tasks.
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Q20. Tell me a time when you went above and beyond for a customer.
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Q21. Tell me a time when you made a mistake.
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Q22. Why should we hire you for this Help Desk Support position?
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Q23. Why did you leave your last job?
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Q24. Where do you see yourself in 5 years?
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Q25. That’s the end of your Help Desk Support interview. Do you have questions for the panel?
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Now INSTANTLY download the suggested ANSWERS to all the HELP DESK INTERVIEW QUESTIONS and PASS your interview!
Yes! I Want To Pass My Interview!SKILLS AND QUALITIES NEEDED TO WORK IN HELP DESK SUPPORT
The most important skills and qualities needed to work in help desk support include:
– Excellent customer service and interpersonal skills.
It is vital that you operate at speed whilst carrying out your duties as a help desk support operator. When a customer experiences an issue with their product or service it will be your responsibility to act with speed, listen to their issue and keep them updated on progress.
– Communication skills.
When dealing with customers as a help desk support worker concise, accurate, and regular communication is vital. Sometimes, the customer will not possess the technical know-how to understand your proposed solution, and you must, therefore, explain it in an easy-to-understand way that excludes jargon or terminology. Listening skills and being able to ask the right questions are other vital skills needed in help desk support.
– Self-development skills.
Help desk support workers require the ability to learn new information to ensure competency is maintained in their position. You must also be capable of retaining large amounts of job-specific knowledge applicable to your role and take it upon yourself to learn information relating to new products and services launched by the company.
– Research and analytical skills.
One of the core skills required to work in help desk support is the ability to quickly analyze information, facts, and data to solve customer issues.
Other important skills and qualities needed to work in help desk support include problem-solving skills, the ability to manage multiple tasks, being able to handle stress and pressure, and working as part of a team to support your co-workers in the execution of their duties.
5 TIPS TO HELP YOU PASS YOUR HELP DESK SUPPORT JOB INTERVIEW
The following five tips will help you gain the most from your help desk support pre-interview preparation. If you are attending any help desk support job interview soon, read the five tips outlined below because they will make a significant difference to your performance on the day.
HELP DESK JOB INTERVIEW TIP #1
It is vital that you read the job description carefully for the help desk support role you are being interviewed for. The job description will tell you the exact skills and qualities the employer is looking for. Once you have read the job description, think of previous situations you have been in where you meet the essential criteria.
HELP DESK JOB INTERVIEW TIP #2
Practice your answer to the interview question tell me about yourself before you attend your help desk interview. This will be the first question you must respond to and it is essential you give a confident answer that demonstrates the skills and qualities you have that are applicable to the role. If you don’t practice your answer, and you give one that is weak, you could quickly lose confidence for the remainder of the interview.
HELP DESK JOB INTERVIEW TIP #3
The majority of your help desk support interview will be behavioral and competency-based. This means you must answer questions that are focused on when you have dealt with previous situations in the workplace. The competencies required to be a help desk support worker include communication, customer service, research and analytical, self-development, multi-tasking, and working under pressure.
HELP DESK JOB INTERVIEW TIP #4
You may be required to answer knowledge-based, technical questions during your help desk interview. Technical questions such as, how many golf balls can you fit in a school bus and how many street lights are there in this country are designed to assess your research skills and how you approach problems. You can learn more on how to answer these and other difficult technical-based interview questions here.
HELP DESK JOB INTERVIEW TIP #5
At the end of your help desk support interview, you will have the opportunity to ask the hiring manager several questions of your own. Here are three smart questions to consider asking that will put you across as an intelligent and caring employee:
- What would you need me to concentrate on in the first 30 days of starting work here?
- What advice would you give to the successful candidate who wants to excel in the role?
- What’s the culture like in the company?
DOWNLOAD RICHARD MCMUNN’S 25 HELP DESK SUPPORT INTERVIEW QUESTIONS AND ANSWERS PDF GUIDE BELOW!
Here's What People Are Saying...
(worldwide success stories from our YouTube community!)
2 weeks ago (edited)
Thank you so much for this!Honestly this information gave me a sense on how to handle my interview as well as improve my interview skills.
1 month ago
I have an interview I'm so nervous 😭
Update: I GOT THE JOB
3 months ago (edited)
Thank you so much! I went today and got the job on the spot!
3 weeks ago
THANK YOU SO MUCH! VERY INSIGHTFUL ✨
7 months ago
Im on step two ! So many notes already, would have went into this interview the wrong way. God bless u mate and taking the time to help a lad out like mw who is in over his head
3 months ago
Thank you so much..i have an interview later...it helped a lot to boost my confidence.
1 week ago
I have an interview today ill update you on how i do :).
UPDATE: I GOT THE JOB THANK YOU!
5 days ago
The complaint steps literally saved me for my interview earlier, thank you!!:)
2 months ago
This is excellent !!
1 month ago
This is so helpful. Thank you so much for the tips and advice!
1 month ago
I got the job! Thank you!!
2 months ago
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