What reports do you run to determine recurring malfunctions?

Help Desk Technician Interview Questions

Sample answer to the question

As a help desk technician, I run various reports to determine recurring malfunctions. One of the reports I use is a ticket analysis report, which helps me identify the most common issues reported by users. This report allows me to pinpoint recurring problems and prioritize them for resolution. Additionally, I often run a system log report that provides detailed information about system errors and crashes. By analyzing this report, I can identify patterns and recurring malfunctions that may require further investigation. These reports are crucial for identifying recurring issues and implementing proactive solutions.

A more solid answer

As a help desk technician, I utilize a combination of reports to identify recurring malfunctions and proactively address them. One of the reports I rely on is the ticket analysis report. This report allows me to analyze the frequency and nature of common issues reported by users. By identifying patterns and trends, I can prioritize problem areas and work towards long-term solutions. Additionally, I regularly review the system log report, which provides in-depth information about system errors and crashes. This report helps me uncover any recurring technical issues that may require further investigation and resolution. By leveraging these reports, I can ensure that recurring malfunctions are properly addressed and minimize their impact on user productivity.

Why this is a more solid answer:

The solid answer expands on the basic answer by providing more details about how the candidate uses the ticket analysis report and system log report. It mentions analyzing the frequency and nature of issues, prioritizing problem areas, and working towards long-term solutions. It also highlights the importance of reviewing the system log report to uncover recurring technical issues. The answer demonstrates the candidate's problem-solving skills, technical knowledge, and attention to detail. However, it could be improved with specific examples or achievements related to resolving recurring malfunctions.

An exceptional answer

To determine recurring malfunctions, I employ a comprehensive approach that involves analyzing multiple reports and utilizing advanced troubleshooting techniques. In addition to the ticket analysis report and system log report, I also utilize the incident management report. This report provides a detailed overview of all reported incidents, including their resolution status and root causes. By thoroughly analyzing this report, I can identify recurring incidents and their underlying causes, allowing me to implement targeted solutions. Furthermore, I actively collaborate with the network operations team to gather insights from network performance reports. This helps me identify any recurring network-related malfunctions that may impact the overall system performance. By taking a holistic view of the reports available, I can effectively address recurring malfunctions and ensure optimal system functionality.

Why this is an exceptional answer:

The exceptional answer goes beyond the solid answer by introducing additional reports and collaboration with other teams. It highlights the utilization of the incident management report to identify recurring incidents and their root causes, demonstrating a strong attention to detail. The mention of collaboration with the network operations team shows the candidate's interpersonal skills and ability to leverage resources. The answer showcases the candidate's problem-solving skills, technical knowledge, attention to detail, and ability to work collaboratively. However, it could be further enhanced with specific examples or achievements related to addressing recurring malfunctions.

How to prepare for this question

Familiarize yourself with ticket analysis reports, system log reports, and incident management reports. Understand how these reports can help identify recurring malfunctions.
Practice analyzing sample reports to identify patterns and trends in issue reporting.
Stay updated on industry best practices for troubleshooting and resolving recurring malfunctions.
Develop strong collaboration skills and seek opportunities to work with other teams, such as network operations, to gain insights into system performance and potential recurring issues.

What interviewers are evaluating

Problem-solving skills
Technical knowledge of IT and computer systems
Attention to detail