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Applying for an IT helpdesk Role
- Thread starter pasqo83
- Start date
pbf98
Android Expert
How well are your phone manners? as well as your overall ability to deal with customers that will leave them happy.
The help desk team here where I work are always on the phone since this is our HQ and we are located in just about every state. So we they take a lot of calls dealing with our Sales Reps with some of the smallest things you wouldn't even know how they did wrong. They also go from building to building dealing with problems first hand.
So being able to deal with your "customers" positively is I believe a big factor
The help desk team here where I work are always on the phone since this is our HQ and we are located in just about every state. So we they take a lot of calls dealing with our Sales Reps with some of the smallest things you wouldn't even know how they did wrong. They also go from building to building dealing with problems first hand.
So being able to deal with your "customers" positively is I believe a big factor
I have 8 years call centre work experience where I deal with customers day in day out. So from a customer service point of view I am great with.
It's more of the type of questions they could ask me in an Interview room for Service Desk application? I assume then it can be generic with some IT related questions?
SiempreTuna
Android Expert
I would have thought they'd have questions about common problems with whatever they have in their software/hardware inventory.
If you can out what they have - e.g. MS Office, Windows XP, SAP or whatever - then you should google a list of interview questions about support of those toolsets.
For everything else you need to know about support, see the BOFH
If you can out what they have - e.g. MS Office, Windows XP, SAP or whatever - then you should google a list of interview questions about support of those toolsets.
For everything else you need to know about support, see the BOFH
Mayhem
Android Expert
Depending on where this is, a lot of support has moved to using scripts rather than allowing helpdesk support to actually "wing it." And that sucks. Royally.
However, on the off-chance that the company allows it's helpdesk personnel to think for themselves, I'd focus on Office/Outlook and basic Windows-based questions. Things like how to troubleshoot Exchange server issues with Outlook, etc.
These search results may also help.
Already having customer support experience should help you. Again, that depends on the shop where you're applying.
Good luck.
However, on the off-chance that the company allows it's helpdesk personnel to think for themselves, I'd focus on Office/Outlook and basic Windows-based questions. Things like how to troubleshoot Exchange server issues with Outlook, etc.
These search results may also help.
Already having customer support experience should help you. Again, that depends on the shop where you're applying.
Good luck.
My actual job role for me is just being on the phones day in and day out booking jobs for body repair on vehicles and that's it.
Basically this will be my first job inside a Business IT place, This will be my first job in IT altogether in a business. I have 10 years of IT knowledge that I have done for friends, family and also work colleagues. I have built, setup and configured computers.
I also built a web-chat system for a company I currently work for with the software they provided me, re-created the manuals for managers, trainers and trained the managers and trainers as well.
I am currently studying Microsoft Configuring Active Directory on Windows Server 2008 (70-640).
I am applying for a position at the council as an IT helpdesk officer. I will be troubleshooting wan, lan, hardware and software support and backup.
I have studied basic competency questions and have also studied some basic office and outlook questions. I can't really answer questions regarding exchange servers etc.. as I have no experience.
I know there maybe other people who are applying that will be in a better position than me, but I want to make sure I give it my all and know I walked in there giving 110% effort than half effort so they can see I haven't just wanted to walk in there just on the off-chance that I might get the job.
Basically this will be my first job inside a Business IT place, This will be my first job in IT altogether in a business. I have 10 years of IT knowledge that I have done for friends, family and also work colleagues. I have built, setup and configured computers.
I also built a web-chat system for a company I currently work for with the software they provided me, re-created the manuals for managers, trainers and trained the managers and trainers as well.
I am currently studying Microsoft Configuring Active Directory on Windows Server 2008 (70-640).
I am applying for a position at the council as an IT helpdesk officer. I will be troubleshooting wan, lan, hardware and software support and backup.
I have studied basic competency questions and have also studied some basic office and outlook questions. I can't really answer questions regarding exchange servers etc.. as I have no experience.
I know there maybe other people who are applying that will be in a better position than me, but I want to make sure I give it my all and know I walked in there giving 110% effort than half effort so they can see I haven't just wanted to walk in there just on the off-chance that I might get the job.
Speed Daemon
Android Expert
Bear in mind that the same is true for just about everyone born and raised in an industrialized country since 1980. If I was in your shoes I wouldn't lead with that because it doesn't do a thing to set you apart from the billion or so Millennials out there. I'd lead with credentials, then training that could lead to credentials, and at some point mention that you've been "serious about computers" your whole life.
I'd also play up your communications skills, specifically why you re-made those manuals. Everyone is an expert at talking on the phone these days. Having good written communications skills that doesn't include texting is something that will set you apart. So if you can show how you made product documentation more useful, that's a leg up for you!
I'm help desk [Enterprise Infrastructure - End User Computer Support Technician] for Fidelity Investments. I told them I worked for Geeksquad prior and that I know my stuff. Now I reset passwords and clear cache/cookies all day over the phone/remote connection. Yay for supporting 45,000 people with ~4000 applications
Thanks everyone - yeah I totally agree, everyone is an IT pro these days, so provided I have some credentials that sets me apart from the rest, I am the same as the millions of other people 
I went for my interview today - one thing I hate about interviews, is no matter how hard I revise so I can be cool and calm, I am always nervous. I think it went well but only time will tell. From over 100 applicants only 9 got interviewed, so I guess if I dont get it, I got further than the rest ei
I went for my interview today - one thing I hate about interviews, is no matter how hard I revise so I can be cool and calm, I am always nervous. I think it went well but only time will tell. From over 100 applicants only 9 got interviewed, so I guess if I dont get it, I got further than the rest ei
SiempreTuna
Android Expert
Good luck!
Let us know if you get the job.
I also hate interviews, however I have found the secret to doing well: not to actually need the job.
As a digital tinker, I change jobs quite often. I've been fortunate enough to have had something in the bag (an offer to stay where I am or go back to a previous client) every time I've interviewed over the last 6 years. That's meant I've been pretty relaxed in the interviews and as a result (I believe), every interview has resulted in an offer.
Problem is: I now worry about how I'll perform next time I actually really need the job!
Let us know if you get the job.
I also hate interviews, however I have found the secret to doing well: not to actually need the job.
As a digital tinker, I change jobs quite often. I've been fortunate enough to have had something in the bag (an offer to stay where I am or go back to a previous client) every time I've interviewed over the last 6 years. That's meant I've been pretty relaxed in the interviews and as a result (I believe), every interview has resulted in an offer.
Problem is: I now worry about how I'll perform next time I actually really need the job!
pbf98
Android Expert
While you are the "same" as millions of others you are further ahead of even more. You would be surprised with some of the complaints I hear from the help desk after taking calls. Some people don't how to use any other browser other than IE because they don't know how to install the others. Some people don't know how to turn their computer back on even. The reason they complain about it is because there are repeat offenders..
Even I see it when I go to do some misc IT tasks for my girlfriends parents. They ask me to clean up the PC and get it close to "like new" so I start doing things and then they question if what I am doing is safe because some of the things I go into they have never seen and looks "scary"
Things that are straight forward for some of us, are far off the path for others.
Even I see it when I go to do some misc IT tasks for my girlfriends parents. They ask me to clean up the PC and get it close to "like new" so I start doing things and then they question if what I am doing is safe because some of the things I go into they have never seen and looks "scary"
Things that are straight forward for some of us, are far off the path for others.