Help Desk Technical Interview Questions

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[Kiran Chandar]

As you want to know about the Help Desk Technical Interview Questions so here I am providing you this

Job Interview Questions for Help Desk
General
How did you hear about our products and company?
Do you use any of our products or similar products/competitors?
Would you say that you are hands-on type of person?
What is your expected typical time spent on an average call?
Have you ever dealt with service and warranty centers?

Behavioral
How would you describe your interpersonal communication skills?
Have you ever had to deal with an extremely difficult customer/caller? How did you handle the situation? What do you do to de-stress?
Have you ever been unable to help a customer or diagnose their technical problem? What did you do? Was it because you did not have the right information to solve the problem or issue?
Have you ever had a customer get very angry? How did you handle the situation?
Have you ever been unable to solve a help desk call?
If the customer requires knowledge of a product you do not have, how would you respond?
Would you describe yourself as organized?
When you see a call is taking too long what did you do?

Team
How do you work as part of a help desk team to solve a problem?
Do you solve problems better as a team member or individually?
Can you describe a time when you worked with other help desk personnel to solve a problem or issue for a customer? Was it satisfying for you to be a part of that team?


Technical Support Help Desk Interview
IT help-desk interview questions
Computer Help Desk Questions
What IT help desk tools have you used in the past?
What types of software applications and networking programs tools do you use? Can you list different IT products and your knowledge of these?
Have you ever been responsible for maintaining a network setting? What was the base size, and expectations?
Describe your IT trouble shooting procedure.
What programs have you used to log and date calls?
Describe you experience in: firewalls, spy ware detection and virus ware implementation.
Describe your knowledge in: PC hardware and operating systems.

Help Desk Analyst Interview Questions
How have you built knowledge of products and services?
What type of process discipline do you use?
What communicating and networking systems are you familiar with?
Have you ever used SAP or similar system?
How do you manage and organize several departments? How do you monitor these departments?
What type of systems development skills do you possess?
What are your administrative practices?
Have you noticed some product-issues that you perceive could cause possible calls by end users/ customers?
What steps do you take when handling an awkward call such as when the caller is concerned with their warranty or asking for a return or refund?
Are you familiar with service manuals/schematics and how do you use them?
What if a warranty has expired and a customer demands a no-charge repair?
A customer could damage a product and expect the company to fix or replace it. How would you handle this situation?
Are you able to study manuals and take computer tutorials on your own?