INTERMEDIATE LEVEL
Interview Questions for Support Desk Technician
How do you handle feedback or criticism from customers?
What is your knowledge of help desk software, databases, and remote control?
Tell us about your experience in updating customer data and producing activity reports?
What steps do you take to ensure that customer data is kept confidential and secure?
Have you ever recommended procedure modifications or improvements? If so, how?
What is your experience with computer systems, hardware, and software?
Can you describe your experience with recording, documenting, and closing support issues?
Have you ever followed up with customers to provide feedback and see problems through to resolution? How did you handle it?
How do you stay up to date with the latest trends and developments in computer systems and technology?
How do you handle stressful situations in a support desk environment?
Can you describe your proficiency in English and communication skills?
What relevant qualifications do you have, such as BSc/BA in IT, Computer Science, or other relevant fields?
Tell us about your experience in working with customers from diverse backgrounds and cultures.
How would you handle a customer who is frustrated and difficult to deal with?
How do you prioritize and manage your workload when dealing with multiple customer issues simultaneously?
Describe a time when you successfully resolved a complex technical issue. How did you approach it?
How do you track, route, and redirect problems to the correct resources?
How do you utilize excellent customer service skills to exceed customers' expectations?
Tell us about a time when you had to work with a team to resolve a technical issue. How did you contribute?
Are you familiar with any certifications in Microsoft, Linux, Cisco, or similar? If so, which ones do you have?
How do you diagnose and resolve basic technical issues?
How do you ensure that you preserve and grow your knowledge of help desk procedures, products, and services?
Can you give an example of a time when you went above and beyond to provide exceptional customer service?
Have you ever had to escalate unresolved queries to the next level of support? If so, can you give an example?
Tell us about a time when you had to learn a new help desk software quickly. How did you adapt?
Can you explain your approach to walking customers through the problem-solving process?
Describe your troubleshooting and multi-tasking skills.
Tell us about your experience in providing help desk support?
How do you handle client-facing situations and communicate effectively?
See Also in Support Desk Technician
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