Essential Help Desk Specialist Interview Questions & Answers:

1. Explain me why do you want this job?

The best candidates will tell you not only why they want to be a help desk assistant, but why they want to work with you.

2. 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.

3. Tell us how do you handle irate customers?

Handling irate customers is something that I am quite experienced in. It is natural for customers going through a certain technical glitch to feel grumpy. I do not react negatively. I make sure that I understand their predicament, calm them down by using appropriate sentences, and then resolve their issues as best as I can.

4. Tell us 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.

5. Explain me 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.

6. Tell us how important is customer service for you?

Help desk staff handle customer service first, and the tone of the customer service sets the tone for the company's relations as a whole. Outstanding help desk staff put customer service first – always.

7. Tell us 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.

8. Tell me in which areas do you consider yourself to be a specialist?

I am extremely expert in Hardware and Network troubleshooting. Besides, I am also skilled in installing operations systems, patches, antivirus, and other applications as required.

9. Explain me 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.

10. Tell me what three qualities does the ideal help desk staff person possess?

The ability to listen, to communicate clearly, to be patient in a tense situation, and to know the available resources well all contribute to the success of an ideal help desk staff member.