50 [UPDATED] HELP DESK Interview Questions and Answers pdf

HELP DESK Interview Questions and Answers pdf :-

1. Tell me what is a domain name resolution?


2. How do you reserve an IP address?


3. Can you work in loud places?


4. How would you deal with an irate customer?


5. If you were troubleshooting a computer and you couldn't get to the internet by the name, for example, www.yahoo.com, what steps would you take?


6. What motivates you for the help desk assistant job?


7. Imagine if there is a customer who does not understand your language then how will you help him/her?


8. What is your worst experience so far as a help desk assistant?


9. Are you flexible with the weekend’s job?


10. How do you respond when you do not know the answer?

HELP DESK Interview Questions and Answers

11.  What is the best thing you like about your job?


12. How would you rate your problem solving skills?


13. How you face the criticism?


14. How good are you at solving problem on phone?


15.  Are you a team-player?


16.  How you deal with a customer who is on the phone and refuses to calm down?


17.  Tell me one thing that you don’t like about your job?


18. How you will organize your work schedule?


19. In a situation where caller did not understand what you are explaining, what you would do?


20. Please tell me some of the task that you had performed in your previous company?


21. If the customer is not satisfied with your service do you analyze your mistake or just move on to another customer?


22. What is the difference between helpdesk and service desk?


23. What experience do you have as a help-desk associate?


24. What are the new help desk techniques you think would be helpful to improve the service?


25. What is the recent skill you have learned that can be helpful for help desk position?


26. How important is customer service  for you?


27. Do you really think that company or organization really needs a help desk?


28. How important IT skills are in help desk service and how you keep yourself updated with those skills?


29. How you deal with the frustrated customer?


30. What are the three abilities of an ideal help desk person?

If you were troubleshooting a computer and you couldn't get to the internet by the name, for example, www.yahoo.com, what steps would you take?

I would try to first ping it by name, by opening a command prompt in Windows. I would go to ---Start----Run---and type cmd.
When the command prompt opens I would type: ping yahoo.com
If I get replies then I would think there is some sort of name resolution problem or in other words a DNS issue.

Interviewer: OK so suppose you don't get any replies you just get time outs, now what would you do?
-Well I would then see if the network cable is plugged in, or if the wifi is turned on

Interviewer: OK so suppose the network cable is plugged into the computer, now what?
-I would check to see if there is a link light, if not I would unplug and replug the network cable. Then retest.

Interviewer: OK now suppose there is a link light now what?
-I would start thinking there might be an issue with the internet and if possible check other computers.

Interviewer: OK no one else is having the problem
-In that case I would investigate settings IP settings and check whether the user in fact has an IP address assigned, if drivers are loaded for the Network Interface Card. In fact I might just try a reboot of the computer.
-Or I might just try to release and renew the IP address. By going to Start---Run---typing in CMD, next ty ping in at the command prompt:

ipconfig/release
then
ipconfig/renew

How would you deal with an irate customer?

Well in my mind customer service is always number one. I would never would take it personally first next I would say something like:

"Im so sorry sir or madam, that you are experiencing this issue, but I will do everything in my power to resolve your issue."

Can you work in loud places?

The answer here is up to you. Most likely a help desk area will be loud and noisy and therefore the interviewer is not asking you this to just be nice but actually finding out if you can handle a noisy area and therefore deal with the noise.

How do you reserve an IP address?

Using a DHCP server

Tell me what is a domain name resolution?

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

What is the recent skill you have learned that can be helpful for help desk position?

If you have done anything then you can mention to the interviewer like attending a seminar on mass communication, or any computer course. But it is still ok if you haven’t done related to position.

What are the new help desk techniques you think would be helpful to improve the service?

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

What experience do you have as a help-desk associate?

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.

What is the difference between helpdesk and service desk?

A helpdesk ensures that the customer’s problems are resolved in a timely fashion. The service desk is a single point of contact between customer and company, where all the information regarding the company’s service are delivered.

If the customer is not satisfied with your service do you analyze your mistake or just move on to another customer?

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.

Tell me some of the task that you had performed in your previous company?

Explain him about your job responsibility in previous job citing few examples of customer handling and solving their problems.

In a situation where caller did not understand what you are explaining, what you would do?

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.

How you will organize your work schedule?

Based on the priority, I will schedule my work and assignment accordingly.

Tell me one thing that you don’t like about your job?

Give your answer in brief and avoid telling something that related to customer service. If you want to say something that you don’t like than you can mention that long queue of customers waiting for their turn is something you don’t like.

How you deal with a customer who is on the phone and refuses to calm down?

Such situation is very common in a helpdesk job. This question is again put in-front of you to check your ability how you face the stressful situation.

Are you a team-player?

This question is generally asked to check whether candidate is capable of working under different circumstances and with different people.  As help desk associate has to constantly deal with different people of different departments, and to work with them smoothly and efficiently teamwork is very important.

How good are you at solving problem on phone?

Solving problem face to face is different than handling them on phone. To convince your interviewer that you have an ability to solve the problem you can put an example of any previous incident where you have solved the customer problem on phone easily.

How you face the criticism?

Answer to this question will judge your level of patience, they want to check how positively you can take your criticism and how you deal with them without losing your temper.

How would you rate your problem solving skills?

This is a common question asked for help desk jobs, so again it is a personal question, and you can rate yourself on number 1 to 10 / 10.

What is the best thing you like about your job?

When you bring smile on tense face of your customer by helping them and by solving their problems, it is the best thing that I enjoy during job. So, customer satisfaction is the best thing that I like most in my job.

How do you respond when you do not know the answer?

When you do not know the answer, tell the customer straightway that you don’t know the answer instead of hitting around the bush.  And ask them to wait till further assistance provided by your colleague or supervisor.

Are you flexible with the weekend’s job?

As far as I get another day off in place of weekend, I don’t have any problem in doing weekend Job.

What is your worst experience so far as a help desk assistant?

Try to give answer where you had a minimum conflict or misunderstanding with the customer, and then explain how you had solved the problem.

Imagine if there is a customer who does not understand your language then how will you help him/her?

I personally think that to help someone, language should not be barrier. Anyhow if you cannot help him out then the best thing would be to make him understand with the sign language (obviously when seeing the customer physically). Over a call, you can use google translate or similar tools to communicate with customer.

What motivates you for the help desk assistant job?

I like to communicate with people. Help desk assistant job is a type of job where you continuously interact with people and help them to solve their problems.

What are the three abilities of an ideal help desk person?

• Ability to listen others
• Ability to present your thoughts clearly
• To be patient especially in a tense situation

How you deal with the frustrated customer?

The first thing a help desk person must do is to try understanding the customer, also try to avoid the conflicts or any such things that disturbs the customer. Then you can confront with each other and try to solve the problem.

How important IT skills are in help desk service and how you keep yourself updated with those skills?

To process your work quickly computer skills are very important these days. Computers not only make your work easy but also save your time and energy. I use internet, online books and other educational resource to upgrade my IT skills.

Do you really think that company or organization really needs a helpdesk?

The key to run company effectively is that the resources are available and operational all the time, especially if it is an IT company.  Helpdesk is necessary as it makes sure that resources are available for customer and also operational reasons.

How important is customer service for you?

The whole business depends on the customer service, and if you are at the help desk you are holding an important position to help the customer in best possible way.