Top 20 Interview Questions & Answers for Help Desk Assistant Roles – 2021

Applying for a role as a help desk assistant? Here are some questions and answers to help you demonstrate your customer service skills, problem-solving abilities, and technical knowledge. These questions cover all key areas of the job, including communication, troubleshooting, and handling customer inquiries.

General Questions

• 1. Tell me about your experience working in customer service?
  This question allows the candidate to highlight their past experience in a customer service role and showcase their ability to handle challenging situations and resolve conflicts effectively.
• 2. How do you handle difficult or angry customers?
  This question helps assess the candidate's ability to remain calm and professional in challenging situations, listen actively, and find solutions to resolve customer issues.
• 3. How do you prioritize and manage your tasks on a busy day at work?
  This question evaluates the candidate's organization and time-management skills, and their ability to multitask and prioritize tasks during peak times.
• 4. Tell me about a time when you had to escalate a customer issue to a manager. How did you handle it?
  This question probes the candidate's experience in dealing with complex issues and their ability to communicate effectively and escalate issues when needed.
• 5. What motivated you to apply for this role as a help desk assistant?
  This question helps the candidate showcase their interest and enthusiasm for the job and highlights their understanding of the role and its responsibilities.

Behavioral Questions

• 6. Tell me about a time when you had to handle a dissatisfied customer who was not satisfied with the solution you provided.
  This question tests the candidate's problem-solving and conflict resolution skills, as well as the ability to remain calm and empathetic when dealing with difficult customers.
• 7. Describe a challenging technical issue you had to troubleshoot. How did you approach it?
  This question evaluates the candidate's technical knowledge and problem-solving skills, as well as their ability to think critically and find creative solutions to technical problems.
• 8. How do you stay updated with the latest technology and industry developments?
  This question assesses the candidate's interest in technology and their willingness to continuously learn and improve their technical skills.
• 9. Can you give an example of a time when you had to explain a technical issue to a non-technical customer?
  This question helps evaluate the candidate's communication and customer service skills, as well as their ability to translate technical language into simple and understandable terms.
• 10. How do you handle confidential information and maintain customer privacy while providing technical support?
  This question tests the candidate's understanding of confidentiality and their ability to handle sensitive information with care and discretion.

Situational Questions

• 11. A customer is experiencing a technical issue, and you cannot replicate it. How do you handle the situation?
  This question allows the candidate to demonstrate their problem-solving abilities and customer service skills by explaining how they would investigate and troubleshoot the issue with the customer's help.
• 12. A coworker comes to you for help with a task that you are not familiar with. What do you do?
  This question assesses the candidate's teamwork and collaboration skills, as well as their willingness to learn and support their colleagues.
• 13. How do you handle a high volume of calls and emails while maintaining quality and accuracy?
  This question tests the candidate's time-management and organization skills, as well as their ability to handle a high-pressure environment while ensuring quality service.
• 14. A customer is unhappy with the resolution provided by a previous help desk assistant. How would you handle the situation differently?
  This question allows the candidate to showcase their ability to learn from mistakes and provide better solutions to customers while maintaining a positive attitude.
• 15. How do you handle a customer who is not satisfied with the solutions provided by the company and wants to cancel their services?
  This question tests the candidate's ability to handle difficult situations and find solutions to retain customers while maintaining professionalism and empathy.

Technical Questions

• 16. What do you understand by the term "IP address"?
  This question tests the candidate's basic technical knowledge, specifically regarding IP addresses, which are essential for troubleshooting network-related issues.
• 17. How do you troubleshoot a printer that is not connecting to the network?
  This question allows the candidate to showcase their technical troubleshooting abilities, specifically related to printers, which are commonly used in office environments.
• 18. Describe the difference between TCP and UDP?
  This question evaluates the candidate's knowledge of networking protocols, which is essential for troubleshooting network-related issues.
• 19. What is Active Directory?
  This question helps assess the candidate's knowledge of directory services, which play a critical role in managing user accounts, permissions, and network resources.
• 20. How do you troubleshoot a computer that is not turning on at all?
  This question tests the candidate's advanced technical knowledge and problem-solving skills as they must consider multiple factors, such as hardware issues, power supply, and software problems, to find a solution.