1. How important do you think a help desk is to a company?

Example: "I think the help desk is highly important because it's the face of the
company. Since we have direct contact with customers, our interactions shape
customer attitudes towards the organization. Customers usually contact help desk
support when they feel frustrated, and it's our job to ease their concerns. Providing
excellent customer service is essential to building trust and brand loyalty, which is one
of my strengths."

2. Have you provided remote support before?

Remote support jobs require specific skills like good communication, computer
proficiency, and adaptability. As a help desk technician, such skills are beneficial in
helping customers when they have technical issues. With this question, the hiring
manager would like to see whether your experience and skill set apply to the job
position. Your answer should exhibit knowledge of the job requirements and
remote work skill set.

Example: "I worked as a customer service specialist at a mobile network company for
two years. My experience in that job taught me to be patient and empathetic with
customers. I also improved my technical skills, making my next job as a help desk
technician easier."

3. How do you deal with a frustrated customer?

A company's reputation cultivates brand loyalty and helps it build a faithful client
base. Your position as a help desk technician allows you to influence customer
attitudes towards the business. Providing helpful assistance to frustrated
customers can build brand loyalty because they know that the company
sufficiently addresses their concerns. It's also more likely to result in referrals to
friends and family members.

Example: "My time as help desk support and a customer service specialist has taught
me how to deal with upset customers. I start by assuring them that the company will do
its best to fix their problem. I then listen carefully as they explain their problem and
offer possible solutions. After collaborating with IT to fix the issue, I recommend ways
they can avoid having the same problem again and thank them for their patience."

4. What skills do you possess that are relevant to the position?

Most employers want to ensure you have the required skills before hiring you. This
question gives you a chance to show that you understand the job requirements
and possess relevant help desk skills. Your answer should reflect knowledge of
help desk responsibilities and the skills you can apply to the role.

Example: "My previous jobs in customer service have helped me refine my

communication skills. I use an empathetic tone whenever I'm dealing with customers
and exercise patience during our interactions. I've also taken several computer courses
that have improved my digital skills."

5. How do you address a situation where a customer's issue could not

be fixed?

There are times when you may not be able to fix an issue with a product, and the
customer would have to purchase another item. As help desk support, you'd relay
this news to the customer. This question allows you to show how you would
change an unfavourable situation into a profitable one for the company while
providing excellent customer service.

Example: "I once dealt with a customer whose laptop was beyond repair, and the
troubleshooting techniques we used did not help solve the issue. I gently explained why
the troubleshooting did not work and that it meant that the customer would need a
new laptop. After answering all of their queries and providing recommendations, they
bought a new laptop. I followed up after a week to ensure the new product worked
well, and they were thrilled with their purchase."

6. What would you do if a customer's computer had a blue screen?

This question tests your technical knowledge and how you respond to common
computer issues. You can start by explaining what the blue screen is and why it
occurs. Next, you can provide solutions and troubleshooting techniques that
would help clear the error. Try to provide as much detail as you can to show the
hiring manager you understand the issue and how to solve it.

Example: "A blue screen is a computer error that occurs when the operating system is
dysfunctional and crashes. This issue is usually due to hardware or driver problems.
The error code on the computer screen can find the cause of the problem. I would tell
the customer to restart their computer, and if it restarted successfully, I'd guide them
through updating the computer's drivers."
7. How do you rate your problem-solving skills?

Confidence is an essential part of customer service because it helps reassure the

customer that their problem will be solved and that the information you give is
reliable. Rate yourself considerably high to show that you believe in your abilities,
but leave room for future improvement.

Example: "I'd rate my problem-solving skills as an eight out of 10. I usually come up
with lasting solutions to customer issues, but I believe there's always room for
improvement. I've taken several short courses on critical thinking, problem-solving, and
conflict resolution to help me improve customers' experience."

8. How do you respond to criticism?

Help desk technicians work in a high-pressure environment where they interact

with customers, IT teams, and employers. You'll receive feedback from several
channels on the job and need to know how to process it. In your answer, you can
show that you respond to criticism positively and strive to learn from feedback.

Example: "I've been in a situation where a customer expressed dissatisfaction with my

customer service during my first week at a new job. I asked the customer what parts of
the experience were unsatisfactory so that I could improve on them. Then, I apologized
for the inconvenience and assured them I heard and valued their feedback. After that, I
spoke to my manager about strategies for improving and have applied them to my
working style ever since."

9. Why did you leave your previous job?

Understanding why you left your previous job helps hiring managers determine
whether you would be a good fit for their company. You can use your answer to
show that the job you're interviewing for would be an opportunity to improve your
skills. You can say that you left because you felt that your previous job did not
challenge you enough. Always avoid speaking negatively about your previous
employer.

Example: "I left my last job because I'm looking for a role that offers more challenges
and learning opportunities. After reading the job description and researching more
about this company, I realized that it was the perfect place to advance my career."
10. In which areas of IT are you considered an expert?

IT is a broad science that has several branches. Specializing in particular branches

helps you build your knowledge and experience to an expert level. If you
researched the company you're applying to, mention the area that the company or
your interviewer seems to focus on.

Example: "I've done several short courses on cybersecurity and hacking. As a result,
most questions I dealt with at my previous job related to cybersecurity. I noticed that
cybersecurity is one of your company's specializations, and I believe my skills would
allow me to work well in that regard."

11. Why do you think you're the best person for the job?

This question is the perfect opportunity to feature your strengths and skills. Show
the interviewer that you know what they're looking for in a job candidate by
aligning your values with the company's values. Mention any experience and
academic qualifications that make you suitable for the position.

Example: "My previous job as a help desk analyst provided me with the ideal
experience for this position. For four years, I developed many of the skills instrumental
to this position, including fixing computer system problems over the phone, diagnosing
a computer's issue based on a customer's description, and handling irate customers in
a patient and understanding manner. I also have excellent social skills that make it
easy to communicate with customers."