Normal Interview Questions (Geared Towards Helpdesk)

Where do you see yourself in 5 years

Having a masters in CIS and having a job as an IT administrator maybe even senior Admin

What questions do you need to ask towards the end of the interview?

"How many interviews typically occur before a decision is made?" •"Who else will be part of the selection process, and what are their roles within the department or company?" •"What is the timeframe for filling this position, and how many other people are in consideration at this time?" "

What you say over the phone to achieve an in person interview?

"It sounds like a very interesting opportunity, _______, and a situation where I could definitely make a contribution. The most pressing question I have now is when can we schedule a meeting?"

What questions do you have? Have 20 at least. Write these down. How do you turn these questions into conversations?

"What are the major responsibilities in this job?" •"What will be the first project(s) I'll tackle?" or "Which projects will I be most involved with during the first six months?" •"What are you looking for in the candidate you hire?" •"What are the most important skills for making a success of the job on a day-to-day basis?" •"Where have you found candidates or failed employees lacking?" •"What problems do new employees have in adjusting to the job?" •"What is the most challenging aspect of the job?" •"Who succeeds in this job and why? " •"Who fails in this job and why?" •"What are the biggest challenges the department faces this year and what will be my role as a team member in tackling them?" "•What are the major projects of the first six months? •What will you want me to have achieved after ninety days? •What will you want me to have achieved after six months? •What will my first assignment be?" You turn these questions into conversations by admitting to your experiences that are relevant

What is your expected typical time spent on an average call?

10-15 mins

What was in your scope of work?

Anything physically on the laptop or on the desktop. No wireless peripherals because dell doesn't offer that.

If someone finds that their Internet connectivity is down, how will you fix the problem?

Ask if they're they're using a wired or wireless connection. If its wireless, I would tell them to check the status of their internet to see if their lights are green or they have all green bars, Restart the computer Disconnect all wireless Try a different browser Restart the router and or modem and check router connection Make sure the NIC card is actually on

What makes you different from other candidates?

Because I am committed. I will do more than necessary to ensure i get the work done.

What achievements are you most proud of?

Being able to obtain my A+ and one week our department set a goal to service 125 clients in a week. We actually were able to do 140. SO that was cool, gift cards were the incentives.

How did you get those tickets assigned to you to go out and visit homes?

Clients talked about an issue they they are having then the technician would decide if that if it was a hardware issue that was under warranty they would assign it to a field technician. Not everyone worked in the field. They would auto assign it to a technician and it was the technician's job to schdedule the appointment due to the credentials given withing 24 hours

Which of the transferable skills, behaviors, and values have you identified for further professional development? What are you going to do about it?

Commitment and eagerness are something I am going to take with me. I want to always continue to learn, Im going always be the best at my job, and I want to be committed to it everyday

What professional values did you hold with this job? Explain why and give an example

Commitment and reliability I wanted to show and prove to others that I was dedicated and commited to the improvement of the workplace. Even if I only came in for a 2 hours, I wanted to show that I was serious. Motivation and energy I knew I was behind the 8 ball as for as a degree so I felt as though I needed to do and learn as much as possible to pick up the speed

What are the dates of your employment?

Computer technicien was from October 2015-December 2016 Helpdesk is from January 2017-now

Imagine a caller has trouble understanding what you are trying to explain to him. What do you do to help him understand you?

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.

What skills/behaviors/values or other characteristics do you share with top performers in your department/profession? Why?

Genuine Interest When youre genuinely interested in something, you always want to work on it and learn more about it. It's like perfecting a craft.

Tell me about yourself

I am a IT professional that specializes in providing technical support,maintaining computer systems, and managing user accounts through active directory. I currently work as a help desk technician at a company called Kingdom computers in a hybrid role three days out the week I am resolving tickets through remedy and answering 20-25 phone calls. On the other days, I am out driving to customer locations (usually at home) either replacing equipment or updating Operating systems.

How can you help the company?

I can help the company by maintaining user productivity. I can assure that all systems will be running and everyone will be able to perform their jobs by fixing any technical jobs

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?

I can remember a time where I received a call from a user extremely lady that worked for a civil engineering company and had to send a report off by noon. However, her internet had just stopped working. During the 25 minute phone call, she spent 30 minutes of it explaining to me how livid she was unable to connect to the internet because of the new OS. (Windows 10). My biggest thing to comfort her was to assure that issue would be solved and that she'll be sure to send the report. Eventually, found that she disabled her NIC card. I said all that to say, sometimes you just have to sit back and let people express themselves because a lot of time people don't have anyone else to vent to and a lot of times people have a lot of built of pressure and youre the first to take the blow.

"What type of decisions do you make in your work?"

I decide whats the best option for people to do connect to the internet. I decide on whether computers should be updated and I decide what peripherals should be installed.

Why do people like to work with you?

I don't bother anybody, Im always willing to help and do more for people

What is your greatest strength? Give an example

I feel as though I have patience and empathy are my greatest strength. I can remember a time where I received a call from a user extremely lady that worked for a civil engineering company and had to send a report off by noon. However, her internet had just stopped working. During the 25 minute phone call, she spent 30 minutes of it explaining to me how livid she was unable to connect to the internet because of the new OS. (Windows 10). My biggest thing to comfort her was to assure that issue would be solved and that she'll be sure to send the report. Eventually, found that she disabled her NIC card. I said all that to say, sometimes you just have to sit back and let people express themselves because a lot of time people don't have anyone else to vent to and a lot of times people have a lot of built of pressure and youre the first to take the blow.

How much experience do you have? Give 4-5 examples

I have experience teaching user about the new similarities of Microsoft word Experience closing and escalating tickets that needed to be escalated Installed Windows 10 onto over 50 computers and maintained them through applying updates Answering phone calls Creating user accounts, disable user accounts and grouping them to correct OUs

Have you experienced a confrontation with a coworker, how did you handle it?

I have not had any major confrontations with anyone I have ever worked with, however, I have had disagreements. I listened to my coworkers concerns and ideas, tried to put myself in his shoes, stated my concerns and ideas and worked through a colaberative solution, helped each other with various aspects of our respective project parts and came up with a better relationship.

Why should I hire you? Give 5 different relevant illustrations, give 2 generic ones

I have the background and experience that you are looking for and I'm extremely confident I will exceed the normal standards. Its not just my background but I will make a commitment to assure every problem that is thrown my way will be solved. I have a huge passion for this industry and I love to help others

How have you responded in the past when you received negative feedback from a customer or caller about you personally?

I haven't really received any negative feedback from a caller but if I ever did, I wouldn't let it rub me the wrong way. Life experiences have shown me you cannot please everyone no matter what you do

What do you want to be known for?

I want to be known as the guy who was willing to help any and everyone. I have the ideology that the more you give the more you will receive

What did you do at your last job? What were the 8 most common things you dealt with?

I was in a hybrid role three days out the week I am resolving tickets through remedy and answering 20-25 phone calls. On the other days, I am out driving to customer locations (usually at home) either replacing equipment or updating Operating systems. Fixing printers Helping with slow or no connections Updated operating systems Downloaded new applications onto user systems Dealing with users downloading new programs and their systems not working Educated them on those things COmputers freezing Not being able to connect mobile devices

If the customer requires knowledge of a product you do not have, how would you respond?

I would apologize for not being able to help but assure them I can direct them to someone who does have the knowledge.

If a customer calls saying his computer won't boot, how will you troubleshoot it?

I would first check the power supply Check the cables to the monitors If it comes on and freezes, I would perform a hard reset by holding the power button for 10 seconds Then boot it into safe mode by pressing F8 Also I would disconnect and peripherals and uninstall any new softwares

"If I hired you today, what would you accomplish first?"

I would first get settled into the job by understanding how things are done and molding to the company culture.

How would you handle a situation where you have multiple things or people to help at once?

I would handle all the easy tasks or problems first so I can designate all my attention to the most difficult which also lets the customer know you're serious about helping them

How would you describe your interpersonal communication skills?

I would say they're excellent. I used to be a personal trainer, so generating rapport and creating small conversation was very key.

Imagine someone calls with a technical issue with which you are completely unfamiliar. How would you handle the situation?

I would try to solve the issue myself and ask some pretty generic questions to see what direction we're headed to, if not, i'll escalate the call.

Explain how you would resolve a slow internet connection.

If its wireless I would tell them to check to see if they are connected to the right network. A lot times people will connect to the wrong ones. Tell them to close all windows tell them to delete all of their history, cookies, and cache THen check fterm-29or any on going downloads After that I would check the command line for net-stat to see what all applications are running up the bandwidth If thats not the issue I would disconnect all devices and check the command line arp for any unknown connections. If all else fails, its probably a ISP issue

What are you looking for in your next job?

Im looking for professional growth and more oppurtunity.

What are 4 things you hate to hear as a help desk analyst

Isn't it time for my computer to be upgraded?" "Can you help me get my email on my new phone?" "I think the printer might be jammed." "How do I stop all these system updates?"

Explain how you wourl resolve no or limited internet connection

Ive dealt with users saying their were no or limited internet connections. 1. Probing Questions First I would check to see if the computer is wired or wireless Check the cable or wireless network switches on the laptop, 2. Check for damages 3. Check to see if all the cables are in the right locations. 4. Check for the link lights, 5. If that wasn't the issue I would check the status through the command prompt, and have them run it as an administrator. Id run ipconfig, ping, and trace route Ipconfig to get the Ip address Ping to see if your computer can communicate with the router. If you get no reply then i'd reset the router and then if that works id then ping to google.com If you get a reply from your router but no internet connection its probably the ISP having issues Ive also tried traceroute to map out where everything is going. If everything is ok, you'll see all the listed connections. If not, you'll see a list of problems as far as the requests timing puy

Tell us about your job now

Kingdom computer repairs is a contracting company for many different companies that have users that work from home. It is dell service provider and tech support center for those users and whenever a user is having a issue with their system or printers. We are the ones to fix the problrm whether that be in person or over the phone.

What do you find most rewarding about working at a help desk?

Knowing I was able to help others and teach someone about the ins and outs of technology.

What do you spend most of your time on, and whY?

Most of my time is spent dealing with clients because they are the top priority

For what have you been praised on that job?

My commitment, I was respected for my commitment and willingness to help others in the company

What is your greatest weakness?

My greatest weakness is being afraid to mess up knowing people are counting on me. Growing up and even now, I missed out on a lot of opportunities just because I was afraid to mess up. I just don't like to be looked at as the guy who messes everything up. I just don't like to be reason why things don't go right

"Describe to me how your job contributes to the overall goals of your department and company."

My job is to ensure users remain productive as quickly and efficiently as possible. The better I can be at ensuring systems are operating the more the company will thrive

Why are you leaving your old job

Not just pay but it was very simple, looking for a more fast paced and challenging environment

What is your greatest accomplishment?

Obtaining my CompTIA A+

Would you describe yourself as organized

Organized in a sense of knowing what to accomplish first and how to order things from easy to most difficult

What have you done to become more effective in your jon?

Prioritize things and knocking out the easy tasks first.

What motivates you

The eagerness to learn. I want to be so good and knowledgeable about these systems. I want to know them forwards and backwards.

Why are you changing fields/why don't you wanna pursue a career in exercise science

There are very few oppurtunities in exercise science, not only are there very few opportunities, they pay is very little and I didn't know I had a passion for this until it was basically too late to change majors.

Tell me about a time where things went wrong.

There was a scheduling issue where my scope install a new operating system. So i did. However, somehow was only supposed to get hard drives swapped out. SO they saw the new computer and freaked out because they thought they lost all their data. I quickly showed them that all their data was there and rushed back to the office to get them a new hard drive.

Give me an example of a time when you had to simplify complex information to explain it to a caller.

There was a time where I went to a users home and they didn't understand why their

Tell me about a time when you had to deal with a particularly hostile customer or caller. How did you handle the issue? Is there anything you would have done differe

There was an issue where issue where I received a call from a lady who was having issues with her wireless keyboard wasn't working. However, I wireless keyboards aren't in our scope. And so I had to explain that to her. She she instantly blew up and sounded like she was about to cry over the phone. Idk what that was about. But so i listened to her sob and apologized to her for the inconvenience and assured her I will resolve the issue but that we had to keep it between her and I lol. So i asked her the model of the keyboard model and looked up a quick youtube tutorial on how to fix it. I took her back, told her how to fix the problem and she couldn't stop thanking me.I thanked her for being patient with me and that was the end of it. Come to find out her usb drive wasn't being recognized so I just had her use a different port.

What is the purpose of a helpdesk technician?

To ensure users have operating resources and computers for them to maintain productivity

What have you done that shows initiative?

Whenever things are slow, I'll ask my manager is there anything that needs to be done. Most times, he doesn't need anything but I ask anyway.

Have you ever been unable to solve a help desk call?

Yeah there was an issue with a client where we literally tried every networking solution possible for slow connectivity so my only resolution was for them to call their service provider

Would you say that you are hands-on type of person?

Yes, I learn better when Im able to touch things and do them myself.

Is it ever necessary to go above and beyond the call of duty in terms of effort or time to get your job done?

Yes, once im committed im committed. I will give the job my all if it requires me to stay over or do something out of my normal job description

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?

Yes, they're have been plenty of times I have been asked about how to set up peripherals devices but I can because Im not allowed to.

Why are critical thinking skills important in this role?

You need to figure out what what the problem is, know why its happening, and provide a number of solutions

How do you mange your work deadlines?

at the end of each day, I do a Prioritize Do Review cycle where I review everything i did during that day, plan tomorrows acitivies then prioritize them by importance

What kinds of things do you worry about?

im afraid they'll come a time that there will come a time where there a 3-4 things that are urgent act can't be done in a timely fashion

How do you create a ticket using BMC remedy?

select create, select the request type which would be incident Enter enter their credentials search for what kind of incident type it is TYpe in the notes in the description page you save it The assign it to myself