Tell me about a time when you had to quickly prioritize multiple competing tasks.

Support Desk Technician Interview Questions

Sample answer to the question

There was a time when I had to quickly prioritize multiple competing tasks while working as a Support Desk Technician. It was a busy day with a high volume of helpdesk calls coming in. I received a call from a user who was having trouble accessing a critical software application that they needed for an important project. At the same time, another user called in with a hardware issue that was preventing them from using their computer. To prioritize the tasks, I quickly assessed the urgency and impact of each issue. I determined that the user with the software access issue needed immediate help to meet their deadline. I solved their problem by remotely accessing their computer and resolving the software configuration issue. I then prioritized the hardware issue and guided the user through troubleshooting steps to fix the problem. By efficiently prioritizing and addressing these competing tasks, I was able to ensure that both users were able to resume their work without further delays.

A more solid answer

As a Support Desk Technician, there was a time when I faced a situation where I had to quickly prioritize multiple competing tasks. It was a busy day with a high influx of helpdesk calls. One call was from a user who urgently needed assistance with accessing a critical software application required for an important project. Simultaneously, another user called in with a hardware issue that rendered their computer unusable. To effectively manage these tasks, I assessed the urgency and impact of each issue. Recognizing the immediate importance of the software access problem, I swiftly remotely accessed the user's computer and resolved the configuration issue. This allowed them to meet their deadline. Subsequently, I directed my attention to the hardware issue and guided the user through troubleshooting steps to resolve it. By prioritizing and addressing these tasks efficiently, I ensured that both users could resume their work without significant delays. This experience showcases my strong time management, problem-solving, and customer service skills.

Why this is a more solid answer:

This is a solid answer as it provides specific details and demonstrates the candidate's skills in time management, problem-solving, and customer service. However, it can be improved by adding more examples of how the candidate effectively managed competing tasks.

An exceptional answer

Let me share a time from my experience as a Support Desk Technician when I effectively prioritized multiple competing tasks. It was a hectic day with a high volume of helpdesk calls pouring in simultaneously. While assisting users, I received a call from a user who desperately needed help in accessing a critical software application that was crucial for an imminent presentation. At the same time, another user reported a hardware issue that affected their ability to work. To tackle this challenge, I promptly assessed the severity and impact of each task. Recognizing the time sensitivity of the software access problem, I immediately escalated the hardware issue to a colleague who could address it. Next, I remotely accessed the user's computer and, after a thorough analysis, discovered that it was a network configuration issue. In collaboration with the network team, I promptly resolved the issue, ensuring the user could proceed with their presentation preparations. Following this, I gave my full attention to the hardware issue and guided the user through troubleshooting steps to identify a faulty component, which I swiftly replaced. By effectively prioritizing and resolving these competing tasks, I enabled both users to continue their work without significant disruption. This experience showcases my exceptional time management, problem-solving, and customer service abilities in a fast-paced support environment.

Why this is an exceptional answer:

This is an exceptional answer as it provides a detailed and comprehensive description of how the candidate effectively prioritized and managed multiple competing tasks. It demonstrates the candidate's strong time management, problem-solving, and customer service skills in a fast-paced support environment.

How to prepare for this question

Reflect on past experiences where you had to prioritize multiple tasks in a fast-paced environment, such as part-time jobs or internships.
Consider the specific skills mentioned in the job description, such as time management, problem-solving, and customer service, and think about how you have demonstrated these skills in past experiences.
Practice recounting the situation, the tasks at hand, and how you prioritized and managed them effectively. Use specific examples and quantify the impact of your actions where possible.
Highlight any technical knowledge or troubleshooting skills that were involved in managing the competing tasks.
Emphasize the ability to work under pressure and maintain composure while addressing multiple tasks simultaneously.
Demonstrate your ability to communicate clearly and concisely with users to understand their needs and provide timely and effective solutions.

What interviewers are evaluating

Time management
Problem-solving
Customer service