Help desk support technicians provide customer service for the users of a company's computer product. Whether it's software or hardware, the help desk troubleshoots the customer's problems over the phone. Prepare before your job interview for a help desk position by practicing some of the computer and customer service questions a hiring manager may ask.
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What computer experience do you have?
Even if you don't have prior experience working as help desk support, show your technical knowledge by listing your education in computers. Mention college degrees in subjects such as computer engineering or computer science. If you don't have formal college education in the subject, list the kinds of programs and computers you've worked with and explain how you helped friends or family members solve computer problems.
Tell me about your customer service experience.
Help desk technicians should be proficient in customer service. Any previous job where you worked with customers can count as customer service experience. Talk about the multiple ways that you helped customers in previous jobs.
How do you handle job stress?
Help desk support positions are often very stressful, as you deal with angry customers all day long. Reassure the hiring manager that you can handle the stress of the job. Give a specific example of how you release stress, whether it's going for a quick walk outside during your lunch break or drinking herbal tea.
What is the hardest technical problem you've solved for a customer?
Hiring managers are looking for a specific example with this question. Tell a story of how you helped a customer overcome a difficult hardware or software problem. This story is even more impressive if your interaction with the customer was solely over the phone, as this will be your main method of communication at a help desk job.
Are you familiar with our software/hardware?
Most help desks work with a specific piece of software or hardware as opposed to computers in general. The best answer would be "yes," though you should be honest. If you haven't used their brand of cable modem, talk about how you've worked with cable modems and networking in general. Even a general knowledge of the company product will look good to the hiring manager.
Are you willing to work overtime?
Although help desk personnel schedules are usually consistent, this isn't always the case. If there is a problem with the computer network or a server has crashed, there could be an influx in customer calls. During these periods, the company will likely ask you to work overtime. When you answer this question, talk about how you would be willing to work overtime in case of emergency.
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