Crush your Help Desk Specialist interview with our guide
Help Desk Specialist Interview Questions
Help Desk Specialist interview questions and answers – Hire an experienced Help Desk Specialist or an ambitious candidate that you can train. Experienced candidates will have deep knowledge of products, services, and customers they’ve worked with. They will have ready answers for the situational questions and excellent troubleshooting skills. For less experienced candidates, ensure that they have comfort with computers and basic knowledge of databases. A B.S. in Information Technology or Computer Science is desirable, as well as previous customer-facing experience.
You’re looking for more than technical skills when you hire Help Desk Specialists. This role is more about clear communication and critical thinking. They should be able to solve problems efficiently and have a genuine desire to deliver great customer service. They should be organized, composed, and empathetic. And if they need help, they should be able to make the right judgement call and ask for it.
Use these questions to evaluate your candidates’ troubleshooting skills and knowledge of IT. If written communication is important for this role, you may want to add a written take-home assignment as part of your hiring process. In the assignment, try asking them to walk you through a process or request a paragraph explaining a basic IT concept.