21 IT Help Desk Interview
Questions & Answers

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Here’s the FULL LIST of IT HELP DESK INTERVIEW QUESTIONS:

Q1. Tell me about yourself.

SUGGESTED ANSWER:

“Thank you for this opportunity. I would describe myself as a passionate, results-focused, innovative IT problem solver who takes pride in my work and has the knowledge and expertise to match the job description. I have a background in IT support, possess excellent analytical and communication skills, and understand how important fast-acting, responsive, and tailored solutions are to IT workers in this position. In addition to having excellent IT problem-solving capabilities, I have strong communication skills and can explain complex information in easy-to-understand terms. In my last IT help desk position, I was regularly praised by my manager for my flexibility, the number of calls I successfully handled, and how I would help train new help desk support workers when they joined the team. If you hire me, I will ensure my IT knowledge is kept updated and will support the help desk support team in achieving its objectives.”

SUGGESTED ANSWER

“I want to work in IT help desk support because I enjoy the varied technical challenges the role presents, and I get to work on the latest IT technological advances, enabling me to hone my skills to help those who need them most. I also want to work in IT support because I enjoy analyzing information to solve problems, and it is a secure job role that empowers me to support my family. Finally, I want to work in IT support because no two days are the same. I get to see the immediate impact my work has on the success of a team or department, and I like the fact that people rely on me for the smooth running of an organization. All these positive elements of the role give me plenty of job satisfaction.”

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A Typical Working Day in IT Help Desk Support


Working in IT help desk support can be both challenging and rewarding. Each day brings new issues, problem-solving opportunities, and a chance to assist individuals with their technical needs. In this article, we’ll take a closer look at what a typical working day in IT help desk support looks like.

Morning Routine (8:00 AM – 9:00 AM)

The day typically begins with a morning routine. After grabbing a cup of coffee and checking emails, IT help desk support professionals often review any overnight requests or system updates that occurred during non-business hours. This ensures that any critical issues are addressed promptly and that systems are running smoothly.

Prioritizing Tickets (9:00 AM – 9:30 AM)

One of the key responsibilities of an IT help desk support worker is managing the ticketing system. New support requests come in daily, ranging from password resets and software installations to more complex network issues. During this time, the team reviews and prioritizes these tickets based on urgency and impact on the organization.

Client Assistance (9:30 AM – 12:00 PM)

The bulk of the morning is often spent assisting clients. IT help desk support professionals are responsible for responding to calls, emails, and walk-ins from employees or customers who are experiencing technical issues. These issues can vary greatly, from troubleshooting software problems to helping users set up their new devices. Effective communication and problem-solving skills are crucial in this role, as support workers need to explain solutions in a clear and user-friendly manner.

Lunch Break (12:00 PM – 1:00 PM)

After a busy morning, IT help desk support professionals take a well-deserved break. This time allows them to recharge and get ready for the afternoon tasks. It’s also an excellent opportunity to collaborate with colleagues and share experiences, insights, and potential solutions to recurring issues.

Afternoon Troubleshooting (1:00 PM – 3:00 PM)

The afternoon often involves more in-depth problem-solving. Support professionals may tackle complex issues like network outages, system upgrades, or security breaches. These tasks may require cooperation with other IT teams or even third-party vendors to find the best solutions.

Documentation and Training (3:00 PM – 4:00 PM)

In IT help desk support, documentation is critical. At the end of the day, it’s essential to update and maintain knowledge base articles, create manuals for common issues, and improve existing processes. Moreover, ongoing training to stay up to date with the latest technologies and trends is crucial to providing the best support possible.

Wrap-Up (4:00 PM – 5:00 PM)

As the day comes to a close, support professionals review any open tickets to ensure all client issues have been addressed. They also prepare for the next day, organizing their workspaces and ensuring that all equipment is ready for use. Finally, they set up any automated system checks or updates that need to run overnight.

Working in IT help desk support is an exciting and dynamic career that requires a blend of technical skills, patience, and excellent communication abilities. A typical day in this role is filled with challenges, but it’s also filled with opportunities to learn and make a positive impact on the technology landscape of the organization. If you’re passionate about solving problems and helping others, a career in IT help desk support may be the perfect fit for you.

3 SMART QUESTIONS TO ASK AT THE END OF YOUR IT HELP DESK INTERVIEW

At the end of your IT HELP DESK interview, the hiring manager will say something like the following:

“That’s the end of the interview, do you have questions for us?”

Do not make the mistake of not asking questions.

This is your opportunity to demonstrate you are a forward thinking, proactive and supportive IT Help Desk worker who wants to have a positive impact on the organization.

The following 3 questions are perfect to ask in IT Help Desk interviews:

  1. What qualities and skills do you believe are most important for someone to excel in this IT Help Desk role with your company?
  2. How does the IT Help Desk team handle escalations or complex technical issues, and what is the escalation process in place?
  3. What’s the dynamic like between the company directors, senior management team, and employees?

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