Help Desk Analyst Interview Questions

Front 1

What is a Help Desk?

Back 1

Its an organization that provides single point of contact for users in need of technical support

Front 2

Have you worked as a Help Desk Analyst?

Back 2

Yes, I have worked as a Help Desk Analyst and provided information and assistance to the users of a computer network. I was a part of first-level support and under a general supervision I used to diagnose and resolve technical and end-user problems in a customer service oriented team environment. As Help Desk Analyst my job was to

Install, maintain and support PC software, hardware and peripherals. I have provided administrative support such as network access, permissions and file restorations. I have worked with other members to troubleshoot complex technical problems

Front 3

What are the different forms of a help desk?

Back 3

I. Phone

II. Face to Face

III. Email

IV. Web

Front 4

As a Help Desk Analyst what steps do you take to resolve an issue?

Back 4

I. I will identify the problem

II. I will establish a theory of probable cause

III. I will test the theory to determine the cause

IV. I will establish a plan of action to resolve the problem and implement the solution

V. I will verify full system functionality & implement preventative measures

V. I will Document findings, actions, and outcomes

Front 5

What are the various levels of support?

Back 5

I. Incident Screener

II. Product Specialist

III. Technical Support

IV. Support Manager

Front 6

Name a few self-management skills for Help Desk Analyst?

Back 6

I. Stress-management skills

II. Time-management Skills

III. Organizational Skills

IV. Learning and information-retrieval skills

Front 7

What parameters have great impacts on your customer's satisfaction:

Back 7

I. Response time

II. Resolve time

III Status Updates

Front 8

What metrics are used to track helpdesk performance?

Back 8

I. Wait time in the queue-Time to wait for a helpdesk professional to come on the line

II. Average Talk Time- Time helpdesk professional and the caller spend on the line

III. Average Handling time-Its talk time plus any wrap-up or hold time.

IV. Service Level- Percentage of calls answered within a specific time frame

V. Calls per hour- The number of calls or inquiries per hour are agent specific

VI. After Call Work- Time to process a customer request not on the phone

VII. First Call Resolution Number of calls resolved in one call

VIII. Total calls Abandoned- Due to long hold times customer gives up on the call

IX. Idle time- percentage of time spent by an agent not ready to take the next call

V

Front 9

What are your suggestions for sharing a workspace?

Back 9

I. Use shared areas with respect and courtesy

II. Avoid foods with strong smells

III. Use discretion when displaying personal items

Front 10

Which component is the foundation for the personal computer?

Back 10

Motherboard

Front 11

How will you view information about system events and application errors on Windows?

Back 11

Event Viewer

Front 12

Which network protocol have you used?

Back 12

TCP/IP - Transmission Control Protocol/Internet Protocol

Front 13

How will you repair data reading errors on a drive?

Back 13

CHKDSK

Front 14

As a Help Desk Analyst what steps will you take for removing malware?

Back 14

I will use anti-spy ware, anti-virus and recovery console

Front 15

How will you view information about system events and applications errors on Windows?

Back 15

Event Viewer

Front 16

Which protocol have you used?

Back 16

TCP/IP transmission control protocol/ internet protocol

Front 17

How will you repair data reading errors on a drive?

Back 17

CHKDSK

Front 18

As a Help desk Analyst what steps will you take for removing malware

Back 18

I will use ant-spy ware, anti-virus and recovery console

Front 19

A user complains about lockups and reboots of his PC what could be the reason

Back 19

Most of the time it's a failing power supply

Front 20

What can you do to optimize hard drive performace on Windows

Back 20

I will use Defrag to speed up hard drive and computer's overall performance by optimizing file system

Front 21

A user complains about a frozen screen what could be the issue

Back 21

Not enough memory

Front 22

How you do Windows IP Configuration

Back 22

Ipconfig

Front 23

Have you seen the Blue Screen of Death?

Back 23

The Blue Screen of Death shows a blue screen that displays a stoop or fatal error message, indicating that Windows has a become unstable and stop

Front 24

How do you troubleshoot DNS problems

Back 24

Use nslookp-query internet name servers interactively