This sheet contains a comprehensive information of what to search for in prospective candidates with a balanced sample of interview questions.
Help Desk Specialist Interview Questions:
It is important to hire a specialized Help Desk Specialist or a motivated candidate that you could train. Experienced candidates should have a strong knowledge of products, services, and customers they have previously worked with. Furthermore, they should have available answers for the situational questions and very strong troubleshooting skills. However, for less experienced candidates, make sure that they are comfortable working with computers and have a basic knowledge of databases. A.B.S. in Information Technology or Computer Science is an asset as well as any previous customer-service experience.
It is important to understand that you are looking for more than only technical skills when you hire Help Desk Specialists. This role revolves around clear communication and critical thinking. For instance, qualified candidates should be able to find efficient solutions to problems and have a genuine interest in delivering great customer service. Furthermore, they should have organizational skills, be composed and empathetic. Also, if they need help, they should be able to express that and ask their colleagues for help.
You could utilize the below questions to assess your candidates and their expertise and knowledge in how they troubleshoot problems and understand IT functionality. If written communication is an integral part of this role, then you should add a written take-home assignment as part of the hiring process. This assignment could include asking them questions by walking them through a process or seeking a paragraph explaining a basic IT term or a concept.
Operational and Situational questions:
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