From our experience working closely with IT departments, our team created a few job interview questions for the Helpdesk Support Analyst position below. Review these before your next job interview.
Helpdesk Support Analyst provides first-line technical support to computer users experiencing difficulties with computer hardware and with computer applications and communications software.
Helpdesk Support Analyst Job Interview Questions
As a Helpdesk Support Analyst you will be responsible for providing 1st line technical support; answering support queries via phone, email and fax etc. Give us an example of your experience as 1st line support? What was the situation and what steps did you take to resolve the issue?
It is important to always maintain a high degree of customer service as a Helpdesk Support Analyst and support all queries and adhere to all service management principles. Describe a situation where you worked with an irate customer over the phone with a technical issue? How did you handle the situation? What was the end result?
As a Helpdesk support Analyst you must take ownership of user problems and be proactive when dealing with user issues. What would you do if the Helpdesk manager was on lunch and you were faced with multiple issues that required immediate responses or fixes? Give us an example of a time when you were faced with multiple tasks at one time, how did you handle the situation?
It is a priority Helpdesk Support Analyst to respond to enquiries from clients and help them resolve all hardware or software problems. Provide us with two examples of how you helped either staff or clients with software and a hardware issue either over the phone or in-person?
What is your experience in training or mentoring other Helpdesk Support Analysts in your department? What effective training or mentoring methods or tools did you use? How did you ensure that the information or training provided was understood?
What was the most difficult call you have had to deal with as a Helpdesk Support Analysts? Why was it so difficult? What was the end result?
How would you rate your skills as a Helpdesk Support Analysts in the following areas:
-Using and troubleshooting Outlook 2000 within a network environment (permissions, calendar sharing, delegation)
-Using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
Depending on the company and department, the Helpdesk Support Analyst may also be called:
- Call Centre Agent – Technical Support
- Client Support Representative – Systems
- Computer Help Desk Representative – Systems
- Computer Help Desk Supervisor
- Hardware Installation Technician
- Hardware Technical Support Analyst
- Help Desk Technician
- Software Installation Technician
- Software Technical Support Analyst
- Systems Support Representative
- Technical Support Analyst – Systems
- Technical Support Supervisor
- User Support Technician
Interviewers ask questions based on your resume so remember to review your resume. This is especially true if it’s been a while since you have looked at it. This way you will not be caught off guard when you are asked about something in your work history that happened a few years ago.
It’s always a good idea to bring a portfolio of your work and credentials with you to a job interview. What better way to demonstrate the quality of your work than to show the hiring manager a work sample. So if you have a copy of reports, briefs, bibliographies, speeches, presentations, Web sites and press releases make sure you bring them.
Also take a copy of your educational documents. A university degree or college diploma.
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