1. What are the skills for Help Desk Job?
► Good verbal and written communication skills
► Positive communication habits ("people" skills, listening skills, etc.)
► Patience
► Eagerness to help others
► Quick, out of the box critical thinking skills
► Good with phones and computers
► Ability to multitask
► Manners
A help desk is a resource intended to provide the customer or end user with information and support related to a company's or institution's products and services. The purpose of a help desk is usually to troubleshoot problems or provide guidance about products such as computers, electronic equipment, food, apparel, or software. Corporations usually provide help desk support to their customers through various channels such as toll-free numbers, websites, instant messaging, or email. There are also in-house help desks designed to provide assistance to employees.
3. Do you know What is good customer service?
Good customer service means surpassing the customer's expectations, going out of your way to address their concerns and solve their issue with efficiency and a genuine desire to help. It means being available for the customer through any hardship, and making the extra effort to get them the help they need, even if you aren't the particular person fit for solving their problem. It means being honest with the customer, being clear and transparent about policy and other things that concern then, and making sure their experience was positive enough to guarantee they return, happy and fulfilled.
4. Tell me how you handle an angry customer?
What you need to focus on here is your understanding of basic communication skills. Don't get angry back at the customer, don't resort to name-calling or accusations, and make sure to keep everything professional. Don't stray from the topic at hand - if the customer is angry that the company ripped them off, express your sincere apologies and let them know you are doing everything in your ability to get them the help they need. Walk them through your process, answer all of their questions, and if you can't answer a question, never tell them, "I don't know." Find out. It is your job to find out for them, and any effort you make, even the smallest, that lets them know you're working for them - that you are on their side - is vital.
5. What is excellence in customer service?
Customers are a company's jewel and they need to be looked after in a manner not less than perfect. The best type of customer service comes about when you have been able to help the customer and he puts the phone down happily.
6. How do you make sure that you are able to communicate what you want to say to the customer?
It is true that many customers have trouble understanding what we at the help-desk are trying to tell them especially through technical walk through. Since we are not supposed to spend too much time on a call, should a situation like this arise, I usually take the customer's email address and tell him I will write the walk through for him and email it so he can follow the steps. This way he can read and re-read the instructions and understand and follow them at his own pace.
The caps lock! Many customers make this mistake even though most modern operating environments prompt them when a caps lock is on. However, there are times when the customer has forgotten his password and we have to reset it and other technical problems associated with logging in.
8. Tell me how well-versed are you with troubleshooting hardware problems?
Since I an A+ certified professional and also possess MCSE, I am quite familiar with hardware issues. From common hardware issues like a keyboard malfunctioning to more complex TCP/IP settings, I have skills in managing it all. Since I have working knowledge of networks and stand-alone personal computers, it is not too difficult to walk customers through troubleshooting procedures.
9. Tell me how you keep your IT knowledge and skills up to date?
I remain up-to-date regarding current trends and developments in the IT industry through internet, journals, books and acquaintances.
10. In what 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.
ITIL stands for Information Technology Infrastructure Library. It is basically a predefined set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business.
I will call my supervisor or coworker right away to discuss the problem to find out a solution.
13. How will you troubleshoot if a user is unable to boot windows?
I will use emergency repair disk and try to fix the problem. If problem still arise, I will re-install windows.
14. How would you fix the problem if someone finds that their internet connectivity is down?
First of all, I would check the hardware. If modem or LAN port is OK than I will check the TCP/IP configuration and network settings.
15. Tell me how much 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.
16. Why 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.
17. What is the importance of IT skills in help desk service?
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.
18. Tell 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.
19. Tell me 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
20. Tell me 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.
21. How will you help him/her if there is a customer who does not understand your language?
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.
22. Tell me 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.
23. Tell me 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.
24. When you do not know the answer how do you respond?
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.
25. What you like the best thing 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.
