Discussion on:

Ten questions that can help you hire a good help desk analyst

A thought on interviewing for creativity and detail: One additonal "curve ball" I like to throw in is to ask the interviewee to draw a bicycle. I ask if they've got paper and a pen or pencil and excuse myself for a minute or two. When they give methe finished product, I thank them and just slip it into a drawer or my binder without any more comments. The results are varied and interesting! It shows a combination of the interviewees' attention to detail, perspective and sense of humor!

I think most of these questions are pretty good. I have bit of a problem with question #1.

"Since most help desk analysts have to work odd hours, you want the candidate's first response to be a resounding yes."

I dont think this is fair. Even for me ( single, no children, live at home ) I plan my weekends out 2-3 weeks in advanced. My answer would be, Sorry Im going skiing this weekend in Tahoe. Im willing to work weekends but I need more notice. Im currently at my second IT job and this place is great. The first place expected that your free time was their free time, so a question like this might make me suspect of what is otherwise a good company.

Just my thoughts.

shawn

So, what would you think of a candiate that calmly and crudely drew a reclining bicycle with the brakes, gear shift, the scaffolding and support structure, and admitted that he never designed one before, but saw it on TV once or twice? What would you think of a candiate that was given the train problem, solved it quickly? What I wouldn't give to be given such questions on an interview, for that would tell me that they are looking for a true problem solver instead of another narrow scoped technologist. Just don't ask me to sell stuff like clothes pins during an interview, unless you want something akin to "Monty Python" sketch, but less funny and more satirical.

10 QuestionsFilter on Help Desk Candidate: Pat, I like the part where you ask a person who'se spent 5 years studying computers to return at 7 PM for the rest of the interview. You have been following 'Dilbert' lately.. what a card you are!!

and the fact that as a support professional, you might be on-call or have to work split shifts, and be available any ol' time... so, coming back for the "rest of the interview" is entirely plausible -- and a good temperature check for the real attitude and (potential) flexibility of the applicant. In my opiniong (having been a support professional off and on for 15+ years, and a Help Desk manager in several instances) if someone is not inclined to accommodate an interviewer's request as-such, they're not likely to be a good candidate to rely on to answer that cell phone at 3:00 a.m. and provide competent, willing (no grumbling, please!) support.

Great article: I found this to be an interesting article. I'm too used to asking very technical questions, but this article provided tips to other types of questions to ask to gather other information about our candidates. It's also good to know what we might expect if WE were going on the interviews. Anyway, the answer to question ten is correct if all thirty passengers boarded the train at 7:00 am, at Palo Alto. The problem simply indicates that the train left Palo Alto at 7:00 am, carrying the passengers. Not knowing at what time or location the passenger boarded the train, it would be rather difficult to determine how much more travel time/distance would be required to complete their workload. This is a great question to help determine the analytical skills of any candidates.

Interview tips for HelpDesk also work for Tech Coms!: Since discerning communication ability is the key to these tips, I think I will use many of them (except the crazy availability ones!) when interviewing prospective Technical Communicators as well.

Thanks for yet another useful and fun-to-read article.

Gail

I lost it...: The question about the train caused me to laugh out loud. Imagine explaining to your boss that you were late to work because you hade to ride the train 'X' miles to finish your work. Try adding an equation to determine the additional time needed to finish your work AND travel back to your original destination! Just a different perspective.

..reading this interesting article. As a generalised approach to a few questions one could ask, it is thought provoking. Pick out the odd nit and it's very useful. My only concern is that surely anyone wanting to be an analyst would have no problem with the train question. I cannot understand how "most people" in such an interview would have no idea how to do a simple problem. To test this I gave the problem to a couple of bright 11 year olds. Both got it right, and speedily. Or maybe I do notlive in the real world?

....When it encounters a STORY PROBLEM, and it takes me a few seconds to reboot. I have been a sysadmin with heavy user support responsibilities, a PC support specialist, ditto, and now I'm getting ready to work as a tech communicator for NASA.

Ihave NO idea whether I'd get the story problem right. But my point is, that sort of analytical aptitude is only part of the whole equation.

PS they like me because I have a communication and writing background, and I like people and gadgets in equal measure.

10 questions about hiring help desk personnel: I am no HR person, but I would be careful asking question 1, as it sounds like a job offer if the candidate says yes. I would ask something like, "If hired, could you work this weekend?"

the ten questions to hiring help desk analysists: I disagree with the hours part of it! As you have stated in the article help desk people are for the people in the office. If everyone goes home at a certian hour what is the use of keeping the help desk there. It has been my observation that when you do that the help desk people just sit around doing nothing. Your infrastructure team is what deals with problems after hours. Now if you have a help desk person who wants to strive to move up and go to your infrastructure team then asking that person or persons to stay after hours is a good idea. One last question that you missed is this:
When do you feel the most stress in your day and how do you deal with it? you should be looking for an answer that tells you that the person does feel stress but is able to deal with it in reletively calm manner. Something like I feel the most stress when someone calls me to fix a problem that I have never delt with before. I deal with such problems by turning to the team that I work with to see if we can put our heads that the help desk people just sit around doing nothing. Your infrastructure team is what deals with problems after hours. Now if you have a help desk person who wants to strive to move up and go to your infrastructure team then asking that person or persons to stay after hours is a good idea. One last question that you missed is this:
When do you feel the most stress in your day and how do you deal with it? you should be looking for an answer that tells you that the person does feel stress but is able to deal with it in reletively calm manner. Something like I feel the most stress when someone calls me to fix a problem that I have never delt with before. I deal with such problems by turning to the team that I work with to see if we can put our heads

I too have a problem with the hours question. If an interviewer asked me if I could come back at 7pm, I would give a straight answer. I would most probably say no if I already had something lined up. Family/friends first, business second. This would be different if the company THAT I ACTUALLY WORKED FOR had an emergency and either a problem had to be fixed or a schedule had to be covered. Yes, this is trying to determine a person's flexibility. But what kind of guy/gal would immediately drop a dinner with his long lost sister just because some goober wants to see how flexible the technician is? If you are asking every interviewee this question, it seems underhanded. If you really are considering hiring the guy and time is a constraint, that is one thing. If I arrived that night at 7:00pm and found all of the other interviewees there, I would probably either walk out or have a very bad impression of the company. What kind of company plays around with an employees schedule just to see if they can do it? It is rude.

--Alan

I too, have a problem with the hours question as a method to determine flexibility. It seems a little manipulative to ask someone to make such an accomodation without any notice and to have the prospect of their possible employment hanging in the balance. What if the interviewee has prior appointments? (kids, doctor, etc) Do you not hire them as a result? What are you intending to prove? You want to hire dynamic people, not trained cattle.
Like Alan, I would also have misgivings about a company that used such a tactic. It would make me wonder if they employed such tactics all the time (salary, benifits, day-to-day, etc.,)
Why not give candidates a scenario to solve, perhaps even with other candidates, and see how they interact with eachother and problem solve. I have even seen instances where the problem is given out in advance, but the actual problem is different when you are given the specific task to solve, thus forcing you to think on your feet.
To build on this, why not usea problem that recently was solved within the department and see how others might impliment a solution. It might even be possible that both employer and candidate may learn something from the whole exercise.

and if someone bristles when asked this type of question or calmly says, "Gee, I'm sorry, but I wasn't prepared for that and cannot rearrange my current schedule on such short notice. However, I'd be glad to come another night. What works for you?"
That's the real objective: how does the applicant handle such an imposing request (I believe), not whether or not they can come back that evening.

I think Alan and Capo are missing the point... It's not *if* they would actually drop everything, it's are they willing to alter their schedule to accommodate the situation.

In my experience, if an individual isn't willing to be accommodating when they're looking for a job, there is no way at all they'll be willing to 'do what's required' once they actually *have* the job.

This is a business that depends on us technical folks being available when we're needed. I don't like those 3:00am calls any more than the next tech, but it's why we're on the payroll at all. Unfortunately, due in large part to our own efforts, companies run 24/7/365, and depend on the equipment and systems we've put in place, when they fail (or even appear to have failed) who else are they going to call? I'd rather be called than be unemployed!

Back to the question at hand, answering honestly is not a bad thing. I'd find an answer of "I had dinner plans with my sister who's in from out of town, do youthink we'll be finished by say 8:30?", as an indication of flexibility, and acknowledgement of existing commitments (which is also an important indicator by the way).

Bill, do you really think there is a help desk somewhere in this country that calls its people at home at 3am to resolve issues? LAN, Admins, Architects, those folks get those calls, and they are well compensated for it. It is part of the job. It isnot part of the help desk job. Flexibility is professionally important for an Admin. Requiring that same level from HD folks, who make a 1/3 of the pay is just wrong.

And if they're not willing to be accomodating? Please. I assume it's okay to ask them to mop the floor, or run and buy you a sandwich. That shows a willingness to be accomodating too.

It's great to have someone be so accomodating. But I would prefer to have someone show up on time, for each shift, not drunk.

Papa, not every company has the luxury of hiring folks who 'just' handle Help Desk calls. The vast majority of shops in this country are smaller, and the 'help desk' is any phone in the IS department that doesn't happen to be busy at the moment.I can tell you this, any company with over 10 and under 150 employees has a help desk need, and can not afford to staff for those once or twice a month 3am calls, so yes, I really think those calls get made, and to anyone they think will answer the call and help them.

I'll agree, that when we're talking the Sprints, GM's, Coca-cola's, xxx Airline's of the world, there's a world of difference in the expectations from a 'help desk' person.

Those shops however are a very small percentage of the overall IS shop count in the USA today.

Regardless of the level of pay, *no one* wants that 3am call, or that Saturday morning call... but they have to be dealt with...

As for folks who don't show up, on time, for each shift, and sober... welll.. they're not working in my shop the next day (well, ok the ocassional 'late' arrival I can deal with)

No one said the person actually had to 'come back at 7'... it was the answer to the question that was important, and maybe even more important, that they actually considered something that happened after 5pm.

I understand your point, that it's not a matter of 'if', but 'can/would they' and it is a good point to consider. However, I just object to the method, rather that the intention of the question.

10 questions for a help desk analyst: I can see how some of these questions might help fill a postion for a newbe but I dont think it would be a good idea for more experanced techs. I would leave after the first weekend question.

...

Not getting hired by a company that asks the 'weekend question' in an interview wouldn't be the worst thing. Even if offered the position, I wouldn't accept.

I don't mind being flexible, but a question like #1 gives the impression that the company expects all of their help desk techs to live for the company. I for one have a life outside of work, and I intend to keep it that way. I work to live, not the other way around.

I have a life outside work too. I guess it depends on what you knew about the job going in. If you knew there was a possibility of weekend work going in then that question wouldn't be a shocker. I try to know what to expect from a position beforeI interview.

Help Desk Analysts: I found this article very concise. The bottom line in most help desk environments revolves around the word 'help'.
To many applicants want to stress their knowledge but have little patience for a user community that is not computer literate.
I will incorporate these ideas in my future hiring practices.

Word Questions in Interviews are not the way.: I disagree with the Word problems, I'm not the best at these types of questions, but I'm an MCSE, CNE4/5, CLP, A+ and I nail some pretty obscure problems, so this is not really accurate question to ask.A MS style scenaro question with required results & optional results would be a far better indicator of whether the prospective employee can separate the important facts from the noise.

More important than how much farther the passengers have to travel is the fact that another Amtrak is leaving San Fran and is headed towards the first train...Assuming that train B is traveling at 40 miles per hour and the average collision speed isapproximately 80 mph, then how many passengers will actually be able to complete their work? As it turns out, LCD's are extremely non shock-forgiving, and 20 users will have to call the help desk for repair. About ten users will develop carpal tunnel syndrome from trying to type through the collision and require extensive therepy/surgery with an indeterminate recovery period. Two become impaled on their touchsticks and expire immediately. Yet another will find the detachable floppy inserted in an inappropriate body cavity. Four are using the recalled Dell batteries which burst into flames...All in all, not a good day to inquire when the presentation might be ready. Hire me please...I detest weekend shifts and I'm obviously not normal ...Mike Howard, Austin

hahahahahahaha!!!!!!!!!!!!!!!!!!!

Personally I found that the train problem was kind of fun. Of course I happen to like math and logic problems so it wasn't too hard to solve.

As far as its relevancy to Help Desk interviews, it can be used to see how well a person solves problems in general. There are instances in life where all the certifications in the universe won't help you solve a problem because the problem isn't purely a hardware/software problem.

Consider thinking of the train problem as a way of determining what type of powerpacks one should purchase for their train riding commuters. If the cost differences were large enough between low end and high end powerpacks, knowing the total times by group would be useful.

The train problem could then be the background for a real life Help Desk question.

I was debating on which message to respond to; they were all interesting. I agree that the train problem would not be a good indicator of anyones technical compentence and that asking if someone could come back at 7pm would be manipulative.

Helpdesk employees should actually like to help people. They should not see this as a stepping stone to bigger and better things unless they are able to put their all into it. I was at a helpdesk for 2 1/2 yrs and found out that just listening and responding to the customers needs, establishing my own integrity with them, was by far the most important skill. I have hired technicians and salespeople before and found that by explaining to them the environment upfront so that we mutually understand what I can provide them and what they can provide me clears up alot on the first interview. If they pass I then interview them (with a consitent form) about work ethics, openess, and ability to learn and that usually brings in winning people.

I was debating on which message to respond to; they were all interesting. I agree that the train problem would not be a good indicator of anyones technical compentence and that asking if someone could come back at 7pm would be manipulative.

Helpdesk employees should actually like to help people. They should not see this as a stepping stone to bigger and better things unless they are able to put their all into it. I was at a helpdesk for 2 1/2 yrs and found out that just listening and responding to the customers needs, establishing my own integrity with them, was by far the most important skill. I have hired technicians and salespeople before and found that by explaining to them the environment upfront so that we mutually understand what I can provide them and what they can provide me clears up alot on the first interview. If they pass I then interview them (with a consitent form) about work ethics, openess, and ability to learn and that usually brings in winning people.

I am a sysadmin at a university, which is to say that I am the help desk, and the network tech, and the hardware and I do strategic planning and I hire and fire people.

Guess what? It's all word problems. Users will say they want something backed up when they mean they want it restored from backup. The say they can't connect to the file server, when what they mean is that they can't telnet to the file server. They will tell me that the whole network is down when in fact their workstation UTP is unplugged.

One of my users wanted his machine to go faster. So I added more RAM. It still wasn't faster. So I gave him a faster CPU. It *still* wasn't faster. So I gave him a dual CPU motherboard. Turns out, all I really needed to do was show him how to run a job in background on Linux. He was measuring time to the operating system prompt.

You may have all the technical smarts in the world - you may have committed the entire source code of W2K to memory and decode Ethernet packets from oscilloscope traces and you work from 9 to 9 everyday - but if you communicate effectively with the users, then you are useless.

This may come as a shock, but the users are our reason for being. We have to be there for them, effectively. All those acronyms mean that you've passed a multiple choice test - but the real world frequently isn't multiple choice.

Oh... one of my users I switched from Windows/NT 4.0 to Linux. I saved almost a thousand dollars in hardware upgrade costs and downtime, not to mention software costs. My user is delighted. I'll bet that didn't show up on the MS style scenario question, did it?

who are tremendously analytical and good problem-solvers who are VISUAL learners. Therefore, a word question (or "story problem") is not always a good test for us. We may fail miserably (or appear to do so) when confronted by a "word" problem such as this. I always did terribly whenever asked to solve story problems and "logic" scenarios in school. However, I excel at trouble-shooting and problem resolution at all levels relating to computers.

I highly recommend detailing a real-world problem that occurred with the network or a user's particular problem (you already know the solution). For those of us who visualize, we will do so as the scenario unfolds. As we describe the solution, you not only know if the applicant can think on his/her feet (such as what occurs daily in any environment), but whether they also know how to really solve a problem!

Oh my God - where did this CLOWN grad'u'eight from? The school of screw the worker or We-R-Stupid-HR-staff?

You can't be serious that you expect fools out there to ask those questions? What "Schmuck" would ask those stupid Train questions. Or would you come back at 7 PM for my evening supervisor. Nope - shows me that the Company isn't prepared for me. If they wanted, should had the interview at 4PM when both supervisors are there. So even if they offered a position I wouldn't take it becausethe company is unorganized (esp the HR Staff).

Also at that point in time - I would thank the HR schmuck person for s/he time, and explain that it appears the company isn't interested in hiring skilled and talented workers.

This schmuck wantsto pay me the lowest salary possible - but at the same time ensure I will deadicate my life to his company, and that I am the best performer possible.

Hum - I would rather work at McDonalds than you company. At least you can be Employee of the Month there...

Many employers still look at the helpdesk as a training ground for new techs (that's where I learned the most). I agree that a wider range of skills are required to do this job, including good people and communication and teaching skills. Many of the qualified helpdesk technicians get promoted out of the helpdesk, with more pay, better hours and less stress. It's not that it's a bad job (I thrive on it), but that the employers still see the helpdesk as a side job that they have to staff withany body that's willing to do it for as little pay as possible. I think employers that expect a top-notch, flexible, helpdesk person should ask more questions like: how the prospect thinks a helpdesk can improve, what types of logging and reportingare important and what they think the number one problem users face is. Also, the interviewee should ask some important questions about how the helpdesk is run, what type of software they use, what resources the helpdesk has and what hours they runthe helpdesk. I would ask questions to see if the employer is serious about having a good helpdesk and test their knowledge of how a good helpdesk should be run. This would tell you whether they've been successful at it in the past or not and whattype of committment they have to the helpdesk employees. Looking for a body that's willing to sacrifice to fill a timeslot at the last minute doesn't sound like a well-run helpdesk that cares about employee burnout or turnaround to me.

how much money companies spend on software and equipment, but no money on training or user support (I'm speaking of the general user community, for whom we really work). I, too, thrive in a support environment, but can make more than twice as much as a (good) tech writer -- so, I get my satisfaction writing really good user documentation and online Help -- instead of helping users in person.

When the tables turn and companies recognize the importance of keeping good, knowledgeable, committed support personnel by paying top wages on all levels (not just the lan gods), I'll come back!

I worked as a Network Admin/Webmaster and all 'round Tech Coordinator. I was in a dead end job and decided to get out of the Tech field. A few years later, I decided to get back in because I had invested so much in my education. Anyway, I applied for a help desk position with a State Judicial system. I have been here for about seven months now and I am experiencing major burnout. The problem is that we have to ask certain questions to determine the nature of the problem and wether it can be fixed at our level or escaleted. We endure so much abuse from our users and mgmt. is slow to respond to our needs. If a user calls to complain or in most cases lie, we are repimanded. When they call, most can't even tell us what application they are using or where the Ip address is. This isn't something that requires a PHD but we need basic info to troubleshoot. MGMT is just now beginning to put info on the intranet for users but the problem is that most of them don't even know its out there. There is no two-way dialog about what is needed to inprove the helpdesk. I'm hanging in here because I really need the mai frame and UNIX expierence but don't plan to stay forever.

for a short stint in even the food service industry! I certainly would not hire someone with your attitude as a member of my support team -- and, believe me, the attitude comes right through on the interview. If you really feel this way and aren't just blowing off steam (because of your most recent support position), you might consider a career other than user support...

No I am not blowing off steam - You ask for 100% from me - I expect and demand 100% from the company. "*** for Tat" as they say.

And from the questions that they recommend be asked - shows the company wants a 1 way street. 100% from me - to them.

The pay in support is so low that you could work for McDonalds and make more money. So if you want 100% - from me or any highly technical staf. Then it is a demand the same in return.

Let see there are 500,000 unfilled IT positions in the US alone. Hum, do you think it is difficult to find somewhere else to work. I bet you have a high turnover rate (ours in support is under 2% and that promotions), good pay, flexable hours, and good management.

Where in that interview did you show any interest in the interviewee, where in that interview does it show that the company is a good company to work for. No where - from what I read into the questions - "Well if you can't rearrange your life for my company I don't want you." Sorry I don't want a company that doesn't understand that employees have a family life.

The Train question is another topic all together.

Oh do you ask these same questions for a Manager interview, Director, VP, CEO?? Don't think so - "We only ask those STUPID question of those we Feel are below us. Who we can control!".

Support is an vital and critical corporate roll where you can lose or gain customer loyality - remember that is where John Q Public meets your company. Now would I want an UNDERPAID, OVERWORKED, Underappreciated, Highly technical person meeting and working with my customers. Or would I want this same highly technical person, paid well, happy at their job, with good benefits and flexable hours with an understanding management to meet my customers???

What is your support turnover (+10%) ours is under 2% and that is from promotions. Hum - keepem happy - and the customers come back.

I smell ego. I don't think anyone said that these are the only questions that should be asked. If you think you can make more money at McD's why aren't you working there?

The questions display that the company wants a competent, flexible person with a good sense of humor. That's a model employee in my book. Not a stiff-necked, arrogant one. In addition, I don't think the article said anything about pay or benefits.

I am a 42 year old, married, father, who had a successful flooring business. A kid ran a red light and ended that in 1995. In 1996, I bought my first computer. I have studied, amassed a fortune in school loans, and isolated myself from my family for2 years trying to change careers. Everybody is debating issues and it seems have forgotten where they started. I'm struggling to get a foot in the door and would work for $15.00 an hour just to get the opportunity. An attitude of gratitude generally works well for the employee and the employer. I have been both. Have a great day.

'nuff said

Not Stiff necked, not a liberal, not ego, its what I expect.

It's just a matter of opinion - I believe it is disrespecting the canidate - you don't - cool

I say - wouldn't work for the outfit - I wouldn't take your low paying job - I expect agood living wage - and I get the attitude of ego.

You can fight to live paycheck to paycheck - and enjoy, at that underpaid oveworked "TEAM" places. Call it EGO - but it feeds my family very well. you only get what you expect - expect little getlittle - expect better get better...

You keep saying something about jobs being low paying. High paying jobs usually demand more of your time not less. I have an attitude of flexibility and what's good for the company and for me and my income has more than tripled in 5 years. I wouldrather be part of a team that supports me where I am weak than be some kind of lone wolf. I just don't understand your attitude.