20 IT Help Desk Interview Questions and Answers
How many times a day do you utter these two words?
Probably more than you call your parents.
Office laptops giving issues? You call tech support.
The application you have been using is bothering you with bugs? You call tech support.
The tech support guys, I mean the IT help desk guys have been the hero in disguise in your life for so many times that you can’t even remember.
So, are you thinking of joining this league and start your career at the IT help desk? If yes, then you have chosen the proper career path.
Nowadays companies are hiring in bulk for their tech support team. And in ’s pandemic when the entire world has worn the digital shield, the IT help desk’s workforce has to be increased.
Many of you might be wondering “What kind of IT support interview questions will I face while giving the interview?”
So here are the top 20 IT help desk interview questions to give you an idea about it.
1. What do you know about our products and company?
Ans. This inner interview question tests the interest of the candidate and the groundwork for the position. To address this inquiry, the up-and-comer needs to peruse the employment promotion and furthermore go through the site to become more acquainted with the subtleties.
It isn't compulsory to know all the determinations of the product yet the essential idea is fundamental with the goal that you score well in the interview contrasted with others.
2. What is BIOS?
BIOS is condensed as a Basic Input Output System and present in all PCs. The primary motivation behind the BIOS is that it guarantees that all the parts of the PC work together.
All insights about the equipment segments in the framework are contained in the BIOS. Special Software is another name offered to BIOS as it interfaces the primary equipment parts of the framework with the working framework. The blaze memory chip on the motherboard is the place where it is put away.
3. Do you have any experience in the technical support field?
On the off chance that you have any involvement with a similar field, you can specify and turn into an ideal candidate for the job. Make sure to talk pretty much all the encounters and feelings expertly and decidedly. Discuss your past work and the specialized perspectives that you have taken care of.
4. What are the hardware components of a desktop computer/laptop?
This is a fundamental specialized inquiry question to test the essential information on PCs. The appropriate response would be that the equipment parts for work area and PCs the motherboard, processor, RAM, monitor, mouse, soundcard, keyboard, graphics, hard disk drive, power flexibly, and floppy disk drive.
5. Mention the difference between RAM and ROM?
Slam is a Random Access Memory that utilization to store information briefly. It is the information which the PC working as of now. ROM is called Read-Only Memory which is a lasting kind of memory stockpiling for the capacity of significant information.
6. Why do you want to work for us?
The appropriate response should be detailed in a way that fulfills the requirements of the organization. Your answer can that you need to be a piece of the group on the grounds that the association has a solid administration style.
You can likewise specify that since the organization highlights innovative work, you can get an opportunity to uncover your abilities and ability for the equivalent. Legitimate schoolwork is required to address the inquiry in the correct way.
7. What would you do when audio is not working on the computer?
The response to this specialized inquiry is to check the digital cable associations. The associations that lead from speakers to control must be checked. At last, the gadget drivers can look at and furthermore the volume control must check.
8. What can you contribute to us that someone else cannot?
For this question, show how important you are. Notice your records and how you would get things achieved. Notice every one of your achievements in your profession and different points of interest from your resume.
Additionally, guarantee that you can get results with your advantage and aptitudes you have and you would be viewed as a significant worker. Likewise, answer that you're an individual who finds issues, sets needs, and can understand them with your experience.
9. What are the things to do when a customer calls up that his computer is slow?
The IT official first requirements to check if the PC sets aside a long effort to begin. The following stage is to check if the PC is delayed with only one application or totally. At that point, the framework checked for viruses, spyware, and malware. Lastly, the framework to check for the space accessible in the hard plate drive.
What is the need for device drivers?
Device drivers are additionally a bit of programming that considered compulsory to run the equipment segments in the framework. These inquiries are nuts and bolts and any applicant ought to have fundamental information on these viewpoints.
Name the latest computer processors?
This question tests your insight and on the off chance that you refreshed with the most recent innovative patterns. The most recent PC processors are I3, I5, and I7 processors and Intel Pentium Quad Core.
What are the attractive aspects and unattractive aspects that you consider the position?
Explore and discover a couple of appealing parts of the job role and notice them. For unattractive aspects notice a solitary yet minor con of the position which is not that much considerable.
Do you have an idea about the blue screen of death (BSOD)?
The indicant of a basic framework issue called the blue screen of death where for this situation the PC freezes totally. In such a circumstance it doesn't mean anything. The framework can restart or booted in experimental mode to explain this issue.
What challenges do you expect in this IT support job role?
The appropriate response decides whether you're an individual who searches for difficulties and on the off chance that you an ideal fit for the position. You can answer that you would utilize your abilities and involvement in the correct way on the off chance that you employed.
Likewise, answer that you're an individual who supported by difficulties and can confront difficulties. You likewise can make reference to that you have the right stuff and adaptability to deal with any difficult errand.
What do you look for in a job?
For such sort of IT technical interview questions, keep your answers focused towards circumstances that win in the association. Examine the longings that you need to perform and be seen as an ideal representative.
Try not to figure your answer which wraps towards your security, rather center around the accessible chances.
For an average call, what is your expected period?
For IT support, the tackling of an issue in a brief way is significant. The Problem-explaining viewpoint as per the general inclination of the client is another part of IT uphold engineers. Your answer should introduce that you center around relational abilities, specialized perspectives, critical thinking aptitudes and furthermore keen on consumer loyalty.
You can answer that the time took care of relies upon the degree of the issue. You can make reference to that you have confronted a few issues and per call, it might take around 2 to 3 minutes.
What is your typical workweek as an IT support officer?
The businesses might want to understand what the candidate would accomplish while they work. Investigate the job role you have applied for and how it identifies with your past job. At the point when you needed to discuss average work pressure for seven days, try not to examine non-business related exercises.
During the hour of the organization, you ought to gainfully utilize the time. Your answers must zero in on work and figure your answers such that present that you coordinated.
Which operating system are you famed with?
Make sure to address this question by investigating the frameworks the association is utilizing. Attempt to get acquainted with the framework the association utilizes. This likewise specifies different frameworks that you have worked and have involvement in.
What are the lights that are present on the modem and what do they indicate?
The lights on the modem are power light which shows if the power is on or off. The connection light is the following light which ensures if the modem is getting the broadband sign from the ISP.
To guarantee if the web is working, data light is used. Network light guarantees if the modem connected to the PC. These are the lights present in the modem and their capacities.
What are the steps you follow to solve a technical problem?
This usually asked IT uphold talk with inquiries would give your commonality the IT uphold the measure. Your answer would likewise be a key that would empower the business to plan to prepare whenever required.
Make sure to list down all the means for settling organized appropriately and furthermore answer that every association has its own arrangement of methodology.
So, the IT help desk interview questions seem pretty simple. Isn’t it?
The main goal of the IT help desk is to serve the customer and employee needs and bringing as much customer satisfaction as possible.
Many companies are using the ITIL framework nowadays for their IT Service Management and bringing the concept of service desk onboard. And ITIL certified people possess much better chances and skills to join an IT Help Desk team.
Check out our ITIL course and if you like what you see, join us already!
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NovelVista Learning Solutions is a professionally managed training organization with specialization in certification courses. The core management team consists of highly qualified professionals with vast industry experience. NovelVista is an Accredited Training Organization (ATO) to conduct all levels of ITIL Courses. We also conduct training on DevOps, AWS Solution Architect associate, Prince2, MSP, CSM, Cloud Computing, Apache Hadoop, Six Sigma, ISO / & Agile Methodologies.
Service desk Interview Questions
1. What do you mean by the Service help desk?
Ans: The service help desk is a kind of technical support provided by organizations to help the users related to any queries. This is considered as a single point contact, the user may contact them online or offline.
2. What are all the different forms of help desk available?
Ans: There are four different types of help desk available to help the users.
- Face to face meeting
- Email services
3. Name a few self-management skills for a service help desk analyst?
Ans: The below are a few important self-management skills for service help desk analyst such as;
- Time- management skills
- Stress-management skills
- Learning skills
- Information-retrieval skills
- Organizational skills
4. How important IT skills are in Help desk service and how you keep yourself updated with those skills?
Ans: To process your work quickly and in a better way, computer skills are very important these days. By using Computers not only help you to work easily this will save you time and energy. To keep upgrade your help desk service, you need to use the internet, online books, research journals, and any other educational resources.
5. What are the new help desk techniques you think would be helpful to improve the service?
Ans: Having IT and Computer skills would be an added advantage for any Help desk service associate, and even the many organizations provide the software to minimize the workload and this software may help you to communicate with the customer effectively.
6. What do you do if your PC doesn’t turn on in one go?
Ans: First and foremost you need to check the cable connection and electricity supply first, and if you find no problem with them, finally you should report the problem to the IT department of the company.
7. What does your troubleshooting process look like?
Ans: The process is as follows;
- Firstly, you need to gather information from the customer.
- Now identify the issue/ problems and then perform verification.
- Now it’s time to perform common bug fixes quickly.
- If you will not get a successful result, go for the additional online resources and further issues related to the issue.
- Once you found the solution, perform appropriate repairs or replacement if it requires.
- After you found the proper solution then implement it.
- Last step is to test everything thoroughly to ensure this works perfectly.
8. What do you know about Microsoft Office ?
Ans: Microsoft office is one of the windows products available on a subscription-based service. This can be accessed through the internet and one advantage is that it does not use the space on your personal computer if you are not stored there. You can also run the SaaS applications in the cloud service and this doesn’t make them a cloud application.
9. How do you face the criticism?
Ans: This question always tests your level of patience. One thing you should remember is that, try to maintain positivity and try to take your criticism without losing your temper or anger.
What are the three abilities of an ideal help desk person?
Ans: There are three fundamental abilities required for an ideal help desk person they are;
- You should have the ability to listen to others
- Must have the ability to present your thoughts clearly
- Try to be patient especially when you are in a tense situation.
What are the differences between the helpdesk and service desk?
Ans: The following are the major differences between helpdesk and service desk;
|Help desk software||Service desk software|
|Help desks are user-centric||Service desks are business-centric|
|Help desks are point solutions||Service desks are integrated solutions|
|The help desk is reactive in nature||Service desks are more proactive|
|Help desks are for end-users||Service desks are for both technicians and end-users|
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What are the new help desk techniques you think would be helpful to improve the services?
Ans: The below are the few new help desk techniques will be very helpful to improve the services;
- You should have IT and computer knowledge would be an added advantage.
- Every company will take the help of computer software to reduce the workload
- Having knowledge of software will help you to communicate with the customer effectively.
How should you handle a caller who refuses to calm down?
Ans: This is a fairly common question that arises during the interview. If you are an experienced professional in help desk professionals, this question is mainly intended to test your patience, your tolerance skills, and most importantly you should have the ability to keep your cool in stressful and demanding situations.
What are your suggestions for sharing a workspace?
Ans: The important factors will follow such as;
- You should use the shared areas with respect and courtesy
- Avoid foods with strong smells/ bad odors
- Use discretion when displaying your items.
What experience do you have as a helpdesk associate?
Ans: While speaking about the experience that is related to your position, explain to the interviewer about your responsibilities that you were involved in previously. And also explain to them what are all additional skills you have such as managing calls and using any type of software. If you are a fresher, don’t worry you can tell them you are a fresher without any experience.
Are you a good team player?
Ans: This questioned is asked you to check whether you are capable of working under different circumstances and with different kinds of people. As a help desk service professional, you need to work constantly with different people from various departments. And also you should maintain patience and work efficiently teamwork is very important.
How will you organize your work schedule?
Ans: Based on the work priority, you should schedule your work and assignment accordingly.
In a situation where the caller did not understand what you are explaining what you would do?
Ans: In this situation, you should follow the below steps;
- Firstly you should repeat the question and try to understand the customer related issues.
- If the customer is annoyed and is not ready to listen to what you are explaining, the best thing to do is that transfer their call to your superior officers or another technical assistant.
Please tell me some of the tasks that you had performed in your previous company?
- Here you need to explain your roles and responsibilities
- Tell them how you have handled the customers’ issues and solved their issues.
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If the customer is not satisfied with your service do you analyze your mistake or just move on to another customer?
Ans: In this case, the help desk associate’s main responsibility is to give a satisfactory solution to their customers, and if the customer is not yet solved, follow up the needs to be taken till their problem is not solved.
How good are you at solving problems on Phone?
Ans: Solving problems face to face is completely different than handing them over the phone. To impress your interviewer you have to explain to them what are all the ability you have to solve the problems. You can also put an example of any previous incident where you have solved the customer issues on phone easily.
What can you do to optimize hard drive performance on windows?
Ans: Here you need to use the defrag option to speed up the hardware drive and computers’ overall performance by optimizing the hard drives on windows.
Have you seen the blue screen of death?
Ans: The blue screen of death will display the stoop or fatal error message which indicates the windows have become unstable and stops immediately.
Which network protocol have you used?
Ans: The network protocol which we are using here is that TCP/IP (transmission control protocol/ Internet protocol).
As a help desk analyst, what steps will you take for removing malware?
Ans: As a help desk analyst, I will take the following steps to remove the malware;
- Anti-virus software
- Recovery console.
How do you troubleshoot the DNS problem?
Ans: You can troubleshoot any DNS problem with the help of the nslooKp-query internet server interactively.
How will you view information about system events and application errors on Windows?
Ans: Here users can view any information about system events and application errors on windows with the help of Event viewer.
How would you deal with an extremely irate customer or co-worker?
Ans: This is one more important question asked by the interviewer; here they test your man-management and inter-personal skills. Helpdesk staffs frequently encounter cases of irritated or upset customers and co-workers. However, in any situation, you should remain calm, and politely solve any kind of issues or queries.
How would you proceed to explain DNS to someone with no technical background?
Ans: DNS can be explained as a protocol that is responsible for providing the framework for web browsing. DNS is a computer network that offers the infrastructure which is necessary to browse the internet.
What according to you is the major difference between Windows 7 and Windows 10?
Ans: In Windows 7 you aren't able to see any frequent updates, whereas Windows 10 is available with two major updates per year.
If you want to enrich your professional career and become a Service help desk analyst please go through this article. Learning this HKR’s frequently designed Service help desk analyst interview questions will help you to crack any type of complex interview. As per the recent research, the service help desk analyst has a market of about 15%, so there will be a huge demand for the help desk professions.
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The Best 40 Help Desk and Desktop Support Interview Questions and Answers
As businesses worldwide adopt IT and software systems, the demand for desktop support and help desk professionals is increasing. Millions of users face daily issues with their computers.
These issues affect productivity, so companies want to ensure that their IT systems run smoothly. That’s why they need desktop support and help desk professionals.
Desktop support and help desk interviews check your technical knowledge and problem-solving skills. The main focus however, is on your problem-solving approach, customer service, and communication skills.
If you have a desktop support or help desk job interview, here are the best 40 interview questions and answers you should use to boost your chances of getting the job.
Question #1 Why do you want to work as a desktop support specialist?
Your answer should indicate that you have a real knack for solving problems.
Instead of just saying desktop support is my “passion”, try to be original and answer the question in such a way that the interviewer feels that you really enjoy solving computer problems.
So, a good answer would be:
I’ve loved solving computer problems since I was a child. I remember opening my childhood computer and toys to look at what’s going on inside them, and I tried to understand how they worked.
I think desktop support provides me an opportunity to refine my problem-solving skills in the area of IT.
Question #2 Give us an example of a ticket that you resolved. What was the problem and what steps did you take to solve it?
This is a very common question in desktop support and help desk interviews.
Try to be genuine and give a real-life example of a ticket you’ve resolved at any point in your career.
The interviewer wants to know your problem-solving approach and your communication skills.
If you have never solved an IT ticket before, you can familiarize yourself with a few common computer problems and their solutions before going into the interview. You can use one of these examples to answer this question.
If you have solved an IT ticket before, here’s a good answer to this question:
In my previous company, I was assigned a ticket in which a user was not able to drag and drop anything on their desktop.
I contacted the user remotely, as they were located in a different office.
I asked them to restart their computer, but the problem wasn’t fixed.
I asked the user to look at their keyboard and make sure that no key was pressed.
It turned out that the Escape key on the keyboard was pressed due to some stickiness. Bringing the Escape key to its normal position fixed this problem.
Question #3 You receive a ticket in which a user’s monitor is not working. How will you solve this problem?
I will first check the power cable and then the VGA or DVI cables and ports to rule out any hardware issues. After that, I will connect a spare monitor, if available, to the computer to make sure the monitor itself is not faulty.
I will also check the display drivers and video card.
Question #4 What is Safe Mode?
Safe Mode is used to start a computer in the most basic state. In Safe Mode, the computer does not use autoexec.bat or config.sys files and most of the device drivers are also not loaded.
This helps in narrowing down the cause of a specific problem. If a problem is not appearing in Safe Mode, it means the default settings and basic files have no problem, and we should look elsewhere to diagnose the problem.
Question #5 What is Active Directory?
Active Directory is a service by Microsoft that is used to manage, organize and run networks.
Active Directory makes it easier for system administrators to find and use information related to all the users and objects in a network.
An example would be using active directory to assign new policies to a specific group of users, restricting access to a printer for a specific user, or removing users from a network.
Active directory consists of different objects, like forests, domains, contacts, groups, sites, printers, and subnets.
Question #6 What is Blue Screen of Death and how do you fix it?
The Blue Screen of Death is a critical error that occurs when the operating system cannot function, and it crashes. Mostly, BSoD problems are related to hardware, kernel, or drivers.
Blue Screen of Death errors often show an error code or stop code which we can be used to find out the cause of the problem.
To solve this problem, I will first restart the computer. If the computer restarts successfully, I will update all drivers.
If the problem persists, I will disconnect all unnecessary hardware to rule out the external causes. I will also boot the computer in safe mode to see if the problem occurs in this basic state as well.
Other fixes I can try include, checking the hard disk for bad sectors, system restore, installing updates if available, checking hard disk cables, and using the startup repair option from the boot menu.
Question #7 A user complains that their system is running very slow. How would you solve this problem?
The primary reason behind a slow computer is usually lack of sufficient memory.
I will start by removing temporary files from the Windows folder. I will also, with the user’s permission, delete any unused files and programs that are taking up significant space on the hard disk.
I will also run defragmentation tools to optimize space on the hard disk.
If the user is facing slow performance while using the internet, I will delete cache from the browser.
As a last resort, I’ll explore the possibility of upgrading the hard disk to SSD, increasing RAM, or installing a more powerful processor.
Question #8 Describe a situation where you had an angry client or user.
Try to answer this question in a way that shows you are always patient, and willing to listen to the customer no matter how angry or unfriendly they are.
The interviewer is trying to test your ability to solve problems in tough situations. For example, when a customer is being angry, impatient, irrational, or unreasonable.
The employer wants someone who is a good listener, problem solver, and has the ability to put themselves in another person’s shoes.
So, here’s how you should answer this question:
In my previous company, a user was extremely upset with his printer issues. When I contacted him to resolve the ticket, he started yelling and complained that this specific problem has reoccurred for the third time.
Without interrupting the user, I kept listening to him and when I got a chance, I ensured him that I understood his frustration and the effect that this problem is having on his productivity.
I also assured him that this time his problem would be resolved to his satisfaction and told him that his problem was my priority.
When the user calmed down, I started looking into the problem. It was an IP conflict issue that was disrupting the printer configuration periodically.
Question #9 – A user is finding it difficult to configure a printer on their computer. How can you help them?
After making sure that the printer is powered on, and the computer is connected to the printer, I will open the “Add Printer” wizard in Windows and select the required printer from the list of available printers.
I will use the ‘Add a Network, Wireless or Bluetooth’ printer option if we are operating in a networked environment.
I will also install and update printer drivers if necessary.
If the user’s computer normally fails to detect their network printer, I will enable ‘Network Discovery’ and ‘File and Printer Sharing’ options in the Network and Sharing Center in Control Panel.
Question #10 How will you make sure that a system is not infected with a virus?
I will use a good anti-virus software to scan the computer for any viruses or malware.
I will also look for signs of virus-related problems, including unexplained slow speed, endless pop-ups and spam, functioning of .exe files, PUPs (Potentially Unwanted Programs), unfamiliar programs, and unintended events.
Question #11 What is PTR (Pointer Record)?
A PTR record resolves an IP address to a full domain name.
PTR records are used to check a server’s association with the IP address from where the connection was initiated.
PTR is often known as Reverse DNS because a PTR associates an IP with a domain name, opposite to DNS which points domains to IP addresses.
Question #12 What is a Logical Drive?
A Logical Drive is a virtual storage unit that exists on a physical hard drive but acts as an independent storage drive.
Question #13 What is the purpose of a Logical Drive?
The purpose of a logical drive is to optimize storage performance by making contiguous storage units, allowing them to interact optimally without intervening with irrelevant or unrelated physical units.
Logical drives add abstraction in storage, making it easier for the operating system to read from memory.
Question #14 How do you get the MAC address for a specific NIC?
We can use “getmac /v” in the command prompt dialog box, or we can also find it using the Ipconfig/all command.
Question #15 How does a VPN work?
A VPN builds a private network over a public network with extra encryption to connect users to the private network’s resources.
A VPN masks the original IP address, identity, and location of the originator of a web request.
Question #16 What happens behind the scenes when you type google.com in the browser and hit enter?
When Enter is pressed, the browser checks the cache of the browser, operating system, router, and ISP for the DNS record to find the corresponding IP address ofhttps://www.google.com/.
If the IP address of Google is not found in these caches, the ISP’s DNS server will initiate a request to other DNS servers on the internet to find the IP address of google.com.
When my browser receives the appropriate IP address, it establishes a connection, usually a TCP connection.
Once the connection is established, the data transfer process will start.
The browser will send a GET request asking for the google.com web page.
The server on the other end receives the request and the request handler (usually, a program written in common web languages like PHP, ASP, or RUBY) reads the request to identify what exactly is being requested and starts to assemble a response in the required format.
The server response contains the required web page and other details like compression type, cache format, cookie information, and more.
The Google.com webpage will then appear on the browser.
Question #17 What is the single most important factor that must be present in your work environment for you to be successful, and happily employed?
There could be several responses to this question. But here are the most useful ones that would convey to the interviewer that you plan to stick with the company, are willing to learn new things, and are open to challenges.
Your answer should be something like this:
The most important factor for me would be an opportunity to learn new things and the freedom to think outside of the box.
To be given a chance to present new ideas for growth and productivity.
To be appreciated when I work hard to remove obstacles in the way of the company’s goals and success.
Question #18 How does a router work?
Routers manage the flow of data to multiple connected network devices.
If a packet has to go from Network A to Network D. The router connecting the Network A devices will first identify the best possible path for the packet to get to Network D, or the closest network to the final destination. It does this by using a routing table to determine the best path based on the number of hops to the destination.
In simple words, a router sends IP packets to other networks using the best possible path which it identifies using routing tables.
Question #19 You are asked by the company CEO to make sure that no employee in the company is able to open Facebook. How will you implement this policy?
There are several ways to do this, but the best one is to implement the restriction using the company’s router.
First, I will find the IP address of the main router by using the IPCONFIG command.
I will type the IP address in my browser to open the router’s settings. I will then open the content filter section.
I will add the Facebook URL to the content filter option.
This will block Facebook for all users.
Question #20 What is a PST file and why is it important?
PST stands for personal storage table. A PST file is a file format built by Microsoft that is commonly used to store copies of emails, messages, calendar events, and other data items for applications like Microsoft Outlook.
The biggest advantage of a PST file is that it provides you with the portability to transfer your important Outlook data from one computer to the next.
Question #21 A user complains that their computer clock resets every time they restart their PC. How would you solve this problem?
The most common cause of this problem is a faulty CMOS battery which provides power to Complementary Metal Oxide Semiconductor (CMOS) chip. This chip stores key information like data and time.
Replacing the CMOS battery solves this problem.
Question #22 How you can you backup Outlook emails?
The best option is to use PST files to take Outlook backups.
We can use the Export option in Outlook to get a PST file for Outlook data.
Question #23 What is DHCP?
DHCP stands for Dynamic Host Configuration Protocol. DHCP assigns unique IP addresses to hosts.
We use DHCP to automate the process of IP address assignments, so that we don’t have to manually assign IP addresses to computers or devices in large networks.
Question #24 Ok. Can you tell me, in a bit more detail, how DHCP works?
A computer runs the DHCP client and sends a broadcast message requesting an IP address.
The DHCP server sends an IP address to the computer.
The computer accepts the IP address by sending a message back to the server.
The server sends an ACK message along with subnet mask, default gateway and other network details.
Question #25 What is SCSI?
SCSI stands for Small Computer System Interface. It’s a type of fast, parallel bus that is used to connect several devices within the computer, including hard disks, scanners, CD-ROM, and tape drives.
Question #26 What is the difference between incremental backup and differential backup?
A differential backup only copies those files that were changed since the last full backup. For example, if I take a differential backup of my files today, the backup will copy everything that was changed since the last full backup.
The full backup copies all data.
An incremental backup copies everything that changed since the last backup. The last backup does not necessarily have to be a full backup.
Question #27 You talked about DNS earlier in the interview. Can you explain what is DNS?
DNS translates domain names to IP addresses so that browsers can load internet and network resources for end users.
Question #28 What is Reverse DNS Lookup and Forward DNS Lookup?
Forward DNS lookup converts domain names to IP addresses, while reverse DNS lookup converts IP addresses to domain names.
Question #29 A user is unable to log in their computer even when they are typing their password correctly. How can you solve this problem?
After making sure that the user is entering the right username and password, I’ll check the network cables and connectivity to ensure that the user is connected to the network.
I will also check whether the user is added in the domain.
I can also use the “Manage User Account” option by signing in as an administrator to change the password of the problematic account and try signing in again.
Running a system file check using the SFC command also helps in fixing this problem. Sometimes corrupt files hamper the sign-in process.
Starting the computer in Safe Mode and trying to sign in with a local account, and doing a system restore or a complete reset of Windows can also help to solve this problem.
Question #30 What is the difference between FAT32 and NTFS?
FAT stands for file allocation table. It’s a relatively older file system that stores data in chunks of 32 bits. Its file size is extremely limited.
NTFS stands for New Technology File System. It’s a modern file system that supports large file sizes, recovery features, file permissions and hard links.
Question #31 What is IMAP?
IMAP is an email protocol. IMAP stands for Internet Message Access Protocol. It manages emails directly on the email server instead of downloading them on the end user device.
All modern e-mail clients and servers support IMAP.
Question #32 What is a Cross Cable?
A cross cable is used to connect two devices of the same type. It is usually used when we need to connect two devices in the absence of an intermediary device, such as a switch.
Question #33 What is boot.ini and when do you use it?
Boot.ini is an initialization file usually found on older Windows operating systems like Windows NT, XP, and
This file contains boot options for computers with BIOS firmware. It is located in the root directory of the primary hard disk drive partition.
Question #34 Explain Cookies
Cookies are small text files used to track a user’s movement on a website.
They are used to save the user’s progress, remember their credentials, preferences, and other data items.
Cookies are stored on the user’s computer.
Question #35 What is the difference between serial and parallel ports?
A serial port transmits data one bit at a time in serial order, while a parallel port transmits 8 bits at a time.
Question #36 What is a phishing attack?
Phishing is a type of cyberattack usually masquerading as web links, emails, and forms.
When a user clicks on the malicious link, the attack initiates, or the user is asked to enter sensitive information like credit card data, passwords, or social security numbers.
Example: a user receives a link to sign up for a Bitcoin newsletter. When clicked, the link opens a registration form asking for the user’s Gmail ID and password. The user enters the credentials, giving away their secret information to the hackers. As a result, the user’s Gmail account is compromised.
Question #37 What’s Your Biggest Weakness?
Sometimes I tend to be a perfectionist. I like to ensure that the outcome of my efforts are perfect. This could sometimes result in overthinking and exhaustion.
Question #38 What Are Your Salary Expectations?
This is a highly subjective question. But the most important thing to note here, is that you should not shy away from this question.
It is totally rational and normal to mention your salary expectations. However, they should be realistic.
Data from Salary.com shows that the average annual salary for a desktop support job is around $52, US dollars.
If you have over 3 years of experience, you can mention that you are expecting a salary in line with your experience.
If you are already employed, you can say that your expectation is to receive an increase from your current salary.
Question #39 Why Should We Hire you?
You should hire me mainly because I’m good at solving complex computer problems, and I work well with users.
I have a strong work ethic and I will be working sincerely for the satisfaction of the company’s clients.
Another reason is that I have a strong track record that proves that I am willing to work hard, I am a continuous learner, I work well within a team, and I’m flexible.
Question #40 Do you have any questions?
This is your opportunity to prove to the interviewer that you have been paying attention, you know about the company, and you are genuinely interested in the job.
Never say that you don’t have any questions. This will leave a very bad impression.
Here are a few questions you can ask:
Yes. I was curious to know which incident management software your company uses for the IT department?
Yes. I wanted to know about the client base of the company. What types of clients does the company serve?
Yes. I wanted to ask how many people the company currently has in the desktop support department?
And there you have it. Review these 40 questions a few times before attending your Helpdesk or Desktop Support job interview and you’ll be on your way to a rewarding IT career.
Help Desk Interview Questions and Answers
Help desk interview questions investigate a number of key abilities and skills that applicants for all help desk jobs need.
Help desk specialists need more than basic technical know-how. They have to:
- answer phone calls
- listen and question effectively
- interpret and solve problems
- give technical support
- keep track of problems and resolutions
Often they have to handle difficult and demanding customers. Help desk jobs are as much about people, problem-solving and communication as they are about technology.
In addition to product and technical knowledge the following abilities and competencies are essential to success in help desk work:
- customer-service orientation
- problem-solving ability
- the ability to adapt to different demands
- stress tolerance
- communication skills
Expect help desk interview questions that explore these 5 core competencies or behaviors.
Behavioral-based Help Desk Interview Questions
The focus of help desk interview questions is often around the candidate's communication skills.
"Tell me about a time when it was particularly difficult for the caller to explain the problem to you. How did you reach an understanding of the issue?"
In your answer demonstrate your ability to ask the right questions and continually clarify to get the correct information. The emphasis is on active listening, effective questioning and clarification.
Find out how to structure behavioral interview answers using the STAR technique.
"Give me an example when you had to simplify complex information in order to explain it to a caller."
Key to your performance on the help desk is an ability to break down complicated information so that it can be easily understood by people with limited technological expertise. Your answer should show how you can express your knowledge in a clear and simple manner.
"Discuss a situation when the caller had great difficulty in understanding what you were explaining. What did you do?"
Focus on your ability to adjust your communication style to the level of the caller. You have to able to talk to people of all levels of education, experience and technological expertise. Highlight your patience and willingness to repeat the information until understanding is reached.
Pay attention to the way you communicate with the interviewer. Your listening skills and questioning ability will be under close scrutiny. Go to communication tips for interviews to find out how to communicate effectively in the interview.
Be aware of the role your interview body language plays in sending the right message.
2. Customer Service Orientation
Each caller is a customer and your customer service motivation will be explored with help desk interview questions like these:
"Tell me about a time when you had to deal with a particularly difficult customer/caller, how did you resolve the issue?"
"Tell me about a recent situation in which you had to deal with a very upset customer or co-worker."
"How have you responded when callers become demanding beyond an acceptable level?"
Help desk interview answers to these questions should all highlight your ability to remain professional in difficult situations.
Focus on the effort you made to understand the callers' issues and to meet their needs without becoming upset or negative.
Expect common customer service questions including What does excellent customer service mean to you? Go to customer service interview questions to prepare well for this question - it is often asked.
How to define customer service
3. Problem-Solving Ability
"Describe a complicated problem you had to deal with. How did you gain a better understanding of the problem?"
"Tell me about a problem that really tested your analytical abilities? How did you reach a solution?"
"Tell me about a problem that you could not immediately solve. What resources did you use?"
Your interview answers should demonstrate your ability to:
- get the necessary information from the caller
- to identify the key issues and detect the problem
Focus on your skills in analyzing the problem and working out the best solution using the resources available to you.
"Tell me about a time you had to had to adjust your approach to deal effectively with a work demand."
"Tell me about a time you experienced conflicting work demands. How did you respond?"
"What kind of people are your current users? How do you adapt to their particular demands?"
The interviewer wants to know if you can effectively deal with different people and different demands. Show that you can adjust your communication style, your behavior and your actions to meet changing demands and tasks.
Show how you are able to maintain your effectiveness in dealing with different people.
5. Stress Tolerance
"Tell me how you have dealt with a hostile caller. What was the outcome?"
"Describe a highly stressful interaction you've had with an internal/external customer. How did your react?"
"How did you respond when you received negative feedback from a caller about you personally?"
These help desk interview questions require you to show how you can handle negative and stressful situations. Your answer should:
- show a patient and positive attitude when challenging situations occur
- show that you do not allow your personal ego to get in the way of helping the caller
- describe the coping techniques you use to keep calm under stress
These answers to behavioral interview questions will help you to be ready for a range of behavioral based interview questions.
Typical Help Desk Interview Questions
Help desk staff may be required to work outside the 9 to 5 day. Your willingness to have a flexible work schedule may be explored.
"Tell me about your current work schedule."
Help desk workers need to constantly learn new technologies and stay current.
"How do you keep your knowledge and skills current?"
Demonstrate a willingness to learn and implement new knowledge.
Expect help desk interview questions that explore your product and technical knowledge.
"In which areas do you consider yourself to be an expert, and how do you envisage being able to utilize this expertise within this organization?"
Demonstrate that you understand the overall systems environment as well as specific products. Highlight your specialist skills and how they will benefit this position.
"What are your strong points as an employee?"
Go this list of strengths to be ready for this interview question.
"Which areas would you like to improve on in your help desk role?"
Find good sample answers to the interview weakness question.
How to prepare for a help desk interview
These call center and customer service interview guides will ensure that you are ready for any interview question you may be asked.
Common Job Interview Questions
You will have to answer a number of common interview questions in your help desk interview.
Tell me about yourself
Why should we hire you?
Do your homework and find out about the company before your interview. Be ready to answer the question, Why do you want to work here?
Ask the interviewer good questions
Prepare some smart questions to ask in your interview. It is important to be ready with some insightful questions to ask the interviewer. Help Desk Interview Questions to Ask
Help desk job applications
There are a number of tried and tested interview techniques and strategies that improve your chances of success. Top 10 Interview Tips
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Position questions desk help interview
39 Help Desk Interview Questions (With Sample Answers)
Help desk personnel answer calls and emails relating to customer or client complaints. They address technical issues as needed, providing high levels of customer service. The role often requires both software and hardware knowledge to address issues that arise. In this article, we provide common questions you'll likely be asked in an interview for a help desk position and sample answers to help you prepare for the interview.
Related:5 Questions to Ask Yourself Before a Job Interview
General questions interviewers are likely to ask include:
- What brought you into working in help desk roles?
- How important would you say customer service is?
- How beneficial do you think a help desk is to a company?
- How important are IT skills in a service desk role?
- Where do you find motivation in a help desk role?
- Are you able to work weekend shifts?
- Are you good at solving problems over the phone?
- Do you keep up with any technology blogs or podcasts?
- How well do you handle criticism?
- What do you find most rewarding about working in a help desk role?
Related:Interview Question: "Tell Me About Yourself" (Tips and Example Answers)
Questions about experience and background
Use these questions to prepare answers relating to your experience and background:
- How long have you been working in help desk roles?
- Have you worked in an information technology capacity before?
- Can you explain a time when you dealt with a frustrated customer?
- What has been your best experience in help desk roles?
- What has been your worst experience in help desk roles?
- How do you respond if you're unsure of the answer?
- If the customer is dissatisfied with your service, what are your usual next steps?
- Can you explain a time when you dealt with an angry caller? How did you handle it?
- Do you have any formal coding training?
- Were you assigned to specific types of problems at your last job?
Consider these more in-depth questions when preparing for your help desk interview:
- If a caller doesn't understand what you're explaining, how do you address it?
- Can you explain the difference between help desk and service desk?
- How would you describe a technical solution to someone with either little or no experience?
- What is the difference between SQL and NoSQL?
- Can you explain a time when you addressed a problem far beyond expectations?
- How do you stay up-to-date with your IT skills and knowledge?
- If a customer calls in saying their computer fails to boot, how would you address the problem?
- If a customer calls in saying they currently don't have internet access, how would you address the problem?
- In what situation would you escalate a ticket?
- Would you be able to train new hires on help desk fundamentals?
Related:13 Common Technical Interview Questions (With Tips and Example Answers)
Help desk interview questions with sample answers
Use these questions and example answers to help you prepare for your help desk interview:
- Can you explain what a BIOS is?
- Can you explain some of your past experience in technical support?
- Can you explain the difference between RAM and ROM?
- If a customer calls in saying the audio isn't working on their PC, how would you address the problem?
- If a customer calls in saying their PC is slow, how would you address the problem?
- If a customer calls in saying they experienced a blue screen, what would you do?
- How long do you believe a phone call should last?
- What type of problems have you worked with the most?
- Can you describe a typical day in your previous help desk position?
Can you explain what BIOS is?
When working with software, some users may encounter issues requiring help desk employees to address other issues as well. Interviewers need to know that you understand and are capable of handling external issues caused by their programs, making BIOS a required topic. If possible, relate the specific term to how it is used within the role.
Example:"BIOS is an acronym that stands for Basic Input and Output System. Its firmware is used to support and troubleshoot hardware installation on a PC. There are occasions when proprietary software conflicts with the booting process of a PC, requiring me to walk callers through the BIOS screen and related processes. They report back to me what they see, and I provide a solution."
Can you explain some of your past experience in technical support?
This is a broad question, but your answer can provide more in-depth information on your background in the industry. If you have little experience, focus more on what you learned from the experience you have.
Example:"My most recent role was two years at a timeshare agency. All of our locations used the same systems and often had issues after deployments. I addressed the issues that arose, coming to the best solution I could. If we saw a high volume of the same issue, we reported them to our development team so they could send out fixes. Before that, I worked as a technical support agent for mobile phones."
Can you explain the difference between RAM and ROM?
This is a basic terminology question assessing your general PC knowledge. Some programs may affect hardware on the computer, so you should be familiar with them. Understanding the hardware allows you to better reach solutions for callers.
Example:"ROM is an acronym for Read-Only Memory. It's used to store the BIOS of a PC without needing additional power. Alternatively, RAM is an acronym for Random-Access Memory. It requires power and stores additional data that helps computers run faster and more efficiently."
If a customer calls in saying the audio isn't working on their PC, how would you address the problem?
Some help desk interview questions pose specific scenarios, testing how well you respond to them in the moment. The interviewer seeks an in-depth answer, including your thought processes or steps for addressing the issue.
Example:"Audio is a common problem when deploying new software. I often start by instructing the caller to reboot the computer, as it fixes most minor issues. If audio processes continue to fail, my next step is to confirm if the audio devices have been muted in settings or by any external mute buttons. I ask for confirmation that the speakers are turned on and the volume is at maximum. If it still refuses to work, I suggest plugging a set of headphones into the audio jack and test again. If that also fails, I focus my attention back to internal settings and confirm if the audio devices have check marks and are enabled. Beyond this, the issue may be a corrupted driver."
If a customer calls in saying their PC is slow, how would you address the problem?
This is another proposed scenario of a situation that is likely to occur. Proprietary applications can often slow down or cause the computer as a whole to slow down. Explain in detail your thought processes or steps for addressing this issue.
Example:"My first step would be to determine whether the slow down is related to our application or the computer itself. At my previous job, our programs had a feature that would repair the most recent update. It's a quick fix to many problems we experienced. If that doesn't work, I would run the application on a test computer to determine if I experienced the same slow down. If I do, then I know that it's most likely a software issue and I can tell the caller an update is coming. If I don't, then I can tell them it's related to their hardware and walk them through additional steps."
If a customer called in saying they experienced a blue screen, what would you do?
On rare occasions, updates cause computers to enter a blue screen mode with an error message. Similarly to the previous questions, explain the steps you would take and why you would take them in this situation.
Example:"The best way to address this initially is to ask the caller what the message said and if it provided an error code. Having an error code significantly speeds up this process, as I can quickly determine a cause. If they don't remember the message, I'd ask them to run the program again and repeat the same procedures. If it results in another blue screen, I know two things: It's probably related to the software, and I have an error code to work with."
How long do you believe a phone call should last?
While most help desk centers have their own metrics and standards, interviewers may want your opinion about phone call length. It gives them an idea of what you're used to as well as the standards you hold yourself to. Consider the call lengths imposed in previous positions and relate them to your personal customer service belief.
Example:"In my previous position, the maximum was seven minutes. I personally believe that no call should last longer than five minutes for most issues, and that is the standard I hold myself to. I'm usually able to determine the necessary length of the call once the caller describes their issue. In most cases, I know the proper fix immediately. There are always variables, of course, such as the caller giving misinformation by not knowing how to explain the issue."
What type of problems have you worked with the most?
Throughout the interview process, you may face questions that address your work history. This question in particular is a way for interviewers to get a better idea of what you're most experienced with. Consider your previous related roles and identify which problems you successfully addressed the most.
Example:"Most of the tickets we received at my previous job came shortly after deployments. Technical issues were almost always related to the new updates we sent out. Over time, I've memorized many of the standard procedures and can often identify the root cause of the problem early on."
Can you describe a typical day in your previous help desk position?
A question like this helps identify what your previous experience involved. Interviewers use this to compare it to the experience you might have with them. In most cases, this is a simple question to answer. Be honest and transparent about your daily activities.
Example:"At my previous job, the day started first by finding an open cubicle. I'd log into all of my necessary programs, pack away my bag and enter the caller queue. I handled calls up to around noon, barring any breaks I may take, depending on call volume. This type of day only changes if I worked weekends or nights. Call volumes were generally lower then, giving us free time to look up common issues and prepare for upcoming phone calls."
Jobs that may require working at a help desk
Help desk work involves communication and problem-solving skills that can translate to many other jobs. Here are 10 jobs that may require working at a help desk:
1. Customer care specialist
2. Customer service manager
3. Technical support specialist
4. Network administrator
5. Technical support supervisor
6. Virtual assistant
7. Sales representative
8. Software engineer
9. Computer technician
Discover Indeeds top resources for tech talent including career advice, sample resumes, job search quick links and more.
Help Desk Interview Questions and Tips for Answering
If you're interviewing for a help desk role, it's helpful to have a sense of what to expect. That way, you can practice your responses to common help desk interview questions, so you'll feel poised and confident expressing yourself during the actual interview.
What Employers Want to Know
During a help desk interview, candidates are primarily evaluated based on their technical know-how, problem-solving abilities, and communication skills. Also, since help desk specialists get a wide variety of questions through email, chat programs, and the phone, interviewers will be looking for people who are flexible and prepared to take on a wide range of issues. A strong help desk employee is just as comfortable answering questions over the phone as in a chat program.
Finally, since help desk problems, questions, and requests from customers may range in tone from polite to rude and from calm to anxious, interviewers will be eager for candidates who are unflappable and can maintain their cool even during stressful situations. Therefore, expect interview questions that address (and even test) some of these important customer service skills.
Types of Interview Questions
Interviewers will ask various types of questions to learn whether or not you have the skills and experience for the job. Some will be common interview questions you might be asked for any job, including questions about your work history, your strengths and weaknesses, and your skills. Others will be personal questions about your qualities as they relate to the job. For example, you might be asked how you handle pressure, why you want to work at a help desk, and more.
Be prepared to be asked technical questions similar to the “trouble tickets” you might be asked to resolve on the job.
You will also likely be asked a number of behavioral interview questions. These are questions about how you’ve handled certain work situations in the past. Other questions will probably be situational interview questions. These are similar to behavioral interview questions, but they involve future situations rather than past experiences.
Tips for Preparing
When answering questions during your interview for a help desk position, it can be helpful to give examples of how you have managed similar situations in past jobs. For instance, if you are asked how you would handle callers who can't convey their technical issues, you can relate a story of how you dealt with a similar problem. These references to the past can help solidify your experience to an interviewer.
When answering a question using a specific example, use the STAR interview technique. Describe the situation you were in, explain the task you had to accomplish, and detail the action you took to accomplish that task (or solve that problem). Then, describe the results of your actions.
Common Help Desk Interview Questions
Practice answering these common help desk interview questions. When possible, give examples from your on-the-job experience.
- What does excellent customer service mean to you? Best answers
- What is your biggest strength? What is your biggest weakness? Best answers
- What do you find most rewarding about working at a help desk?
Tips for responding: It can be helpful to highlight that you enjoy helping people or solving problems. Avoid answers that might seem selfish or unprofessional, such as enjoying the long periods of downtime.
- In which IT areas do you consider yourself to be an expert? Best answers
Tips for responding: Be strategic! If you know the company's help desk gets a lot of questions around one area, make sure to include that in your response.
- How do you keep your IT knowledge and skills current?
Tips for responding: You can talk about online resources or social media accounts you follow, as well as any classes you have taken (or plan to take).
- What is ITIL? How can you apply ITIL to your position at a help desk?
- What programs have you used to log and date calls?
Tips for responding: List out specific programs. It can be helpful, as well, to emphasize your willingness and ability to pick up new software technologies easily.
- Tell me about a time when it was particularly difficult for a caller to explain a problem to you. How did you reach an understanding of the issue?
Tips for responding: Using the STAR technique can help you provide a succinct response.
- Give me an example of a time when you had to simplify complex information to explain it to a caller.
- 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 differently?
Tips for responding: Don't try to dodge the question by saying you've never dealt with a difficult customer. That'll seem disingenuous. Instead, focus on how you formed a connection or overcame hostility by solving the problem or explaining it.
- Tell me about a problem you had to solve that tested your analytical abilities. What resources did you use?
- How have you responded in the past when you received negative feedback from a customer or caller about you personally?
- Imagine someone calls with a technical issue with which you are completely unfamiliar. How would you handle the situation?
- Imagine a caller has trouble understanding what you are trying to explain to him. What do you do to help him understand you?
- If a customer calls saying his computer won't boot, how will you troubleshoot it?
- If someone finds that their Internet connectivity is down, how will you fix the problem?
In addition to job-specific interview questions, you will also be asked more general questions about your employment history, education, strengths, weaknesses, achievements, goals, and plans. Take the time to formulate and rehearse your answers to these questions. This will give you an added boost of self-confidence during the interview itself.
SHOWCASE YOUR TECH SKILLS: Be prepared to demonstrate your competency both in standard help desk communications tools and, if relevant, in the employer’s tech products.
CUSTOMER SERVICE COUNTS: Think of past experiences you’ve had in handling difficult customers. What strategies did you use to communicate with them and resolve their issues?
BE A STAR: Use the STAR interview response technique to describe a situation where you provided stellar service within a help desk capacity.
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