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Help Desk Call Center Rep Sample Job Interview Questions

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Help desk technicians are responsible for helping customers and/or employees deal with technical problems.  Great helpdesk staff are not only technically strong but excellent communicators.  This is because they need to gather information from users who may not be technically savvy and often times they are required to work with people who are already frustrated with the problem.  It’s important when you walk into the job interview that you are able to have a couple of examples to highlight your excellent communication skills.  Have a few points ready to speak to when you help somebody was very angry very frustrated how you came to successful conclusion.  Also when you’re in the job interview in fact you are showing a prospective employer your communication skills.  If you don’t understand the question that they ask you make sure you use some of your skills that you’ve learned as a helpdesk technician including clarifying information paraphrasing about him so you understand it and so forth.  This will show the employer the kind of skills that you would use when working for them.

No doubt you’ll be asked in your job interview questions to assess your decision-making ability.  The key here is not about what decision you made as much as the rationale as to why he made this decision.  Include as a part of your answer how you considered department standards or procedures this will show the interviewer your thinking process.

Here are sample Help Desk Call Center Rep job interview questions designed specifically for the Call Center career field.  Be sure to check out more sample Call Center job interview questions and answers.

Be sure to check out more sample Call Center job interview questions and answers.

Describe your experience with the following: MAC platforms, Network/Internet Protocol, DHCP,SMT,POP3,TCP/IP,Email Set-Up, and DNS.

How you go about triaging technical trouble tickets?

What experience you have with VoIP systems?  If I were to tell you that we are having some performance issues with our VoIP phone system, tell me three things that you would recommend for us to do to look into this?

If I were to speak to your former employers about the quality and timeliness of your incident resolution, what would they say?

Tell me about a new idea you recently implemented as a Help Desk Call Center Rep. What approach did you take to gain your employees’ acceptance?

Have you written sales proposals for customers? Tell me about the best one you ever wrote. Why was it the best? How did you know?

Unfortunately, some solutions don’t always correct problems. Can you think of an interesting solution you generated as a Help Desk Call Center Rep that did not correct the problem? What was the solution? How did you come up with the idea?

What is the best practice when it comes to building relationships with tech vendors?

Helpdesk staff are typically asked to respond to users tech needs rather than being proactive.  What kind of things do you do to ensure that you are proactive ?

What kinds of hardware have you had to repair and troubleshoot?

Typing speed significantly impacts a Help Desk Rep’s productivity.

What’s your experience with providing remote support to users?  What do you prefer better remote or on-site support?