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by hearts1561

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What are the best five questions to ask in a technical interview for a second level support helpdesk position?

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by cg it

Honestly Mr/Ms applicant do you really know what your doing,

If someone calls the help desk complaining a program doesn't work and wants you to come down and fix it, how would you respond. a) hang up b)say yes and then forget them C) walk down there, look at the computer and then walk away d)refer them to another department e) all of the above.

by cg it

you wanted 5 but there's 2 I always ask. The reactions [and answers] I get when I ask those 2 question are amazing. Have to have a good bs meter though.

by cg it

ps 95% of applicants answer "refer to another department" when they answer the second question. I usually hire the one that answers walk down there and look at the computer then walk away. Means they will make the effort to at least look at the thing even if they don't have a clue to what's wrong with it.

by evkuo

Well, I only have one, and I can't really take the credit for it (I heard it at a seminar). It's "Explain Trivial Pursuit to me".
The answer you get should show you how well your applicant explains moderately complex issues and how through s/he is in doing so.

by chris910

If it is a phone support position hand them a simple geometric picture and ask them to turn their back to you and walk you through drawing the picture. this is a good test of basic communication and planning skills.

by smibr03

The 5 questions I would always ask are. I ask them across the desk, and do not let them have access to a PC. These are all general and would work in any interview.

1. Can you walk me through checking the OS version I am running on a PC.

2. Tell me how to find out the IP address on a PC running 95/98 and Win2K/XP

3. Explain the basics of an Ethernet network.

4. Explain the difference between Win NT4 and Win2K from a Server perspective

5. Why are manhole covers round

Questions 1 and 2 have right and wrong answers, 3 and 4 are more for general knowledge and 5 is to see how the person handles the really strange questions.

Brian Smith

by jamesrl

You can easily come up with technical questions try and uncover the level of technical knowledge.

But there is more to customer support than knowing the answers.

Ask some behavioural questions;

Tell me about a time when you had to deal with an angry customer.

Tell me about a time when you got in over your head and had to ask for help.

Tell me about a time when you made a serious mistake.

Tell me about a time when you had to deal with a demanding customer who wanted something that wasn't in the rules.

And to follow up to any of the above questions - tell me what you learned from the experience. Would you do anything different?

If you get someone who never learns from experience and sticks doggedly to the way they have always done things - don't hire them.

Technical gaps in knowledge can be addressed, but if you hire someone who can't think on their feet, or who can't relate to and understand a customer's perspective - thats much more difficult to overcome.

James

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