[summitsharma]

I am about to go for a help desk interview (application support) and I wanted to know what kind of questions will be asked in the interview,as it is my first interview for helpdesk I would really appreciate a quick answer as I really need to prepare for.


Thanks

Summit

[nourish]

What a great opportunity to get your best "advertisement" into that company. Interviews are essentially a great ad. So, sell yourself by thinking about your School, Work Experience as it relates to Customer Service.

School:
1. Do your skills match the job description in 3 of 4 requirements or more?
2. Know the website of the company you are applying and make sure you know the mission statement, and have one question about the website.

Work Experience: 1. Look at time in your jobs, and if those jobs aren't exactly to the IT Helpdesk world, is there customer service skills involved on those past/present jobs? That is the most important skill to make clear.
2. You enjoy talking to people. Talking on the phone is give and take. You are very patient, and yet succinct and consistent.
3. If the question is something like how others attack your expertise: e.g; "We've all had some experience where the communication didn't go like we wanted, and the caller was difficult and wanted a supervisor, how did you handle it?" ---- answer that you didn't take it personally, you were happy to transfer immediately to the person in charge. You realize persons with problems are frustrated and having a hard time, and you are there to actively listen and find the solution, even if you couldn't be the resolver.

(there is so much to say... look at the questions on career builder; monster; and all the online job search sites for free tests and questions that are frequently asked in interviews - regardless of an IT job or an Customer Service Rep in a Call Center.) Frankly, whether the interviewer is the immediate supervisor, the next boss, or peers/leads or a combo of all of them, the questions will be aimed at seeing if you 'Will' do the job; "Can" do the job; and "Fit" into the community of the team and the company culture.

Tips for interviews.
DON'Ts
1. Do not be late

2. Do not know core competency of the company. You need to research the company before the interview

3. Do not Talk poorly at all about a past boss or upper level administration.

4. Do not answer all the question. This is about two things: listening and technical expertise. (e.g: Q: Tell me/us a time when you did something above and beyond the situation. What was the response? How did you get acknowledged for this situation? A: This is a three part question - you answer with a story, then state how the other person was pleased, and end with how you told your immediate supv and was given recognition in a meeting or by receiving some gift.)

5. Do not say you don't get along with people. If a question is posed about "tell us about a time with a peer that you had a conflict". Explain you can't think of one off the bat, but if I had an situation with a peer, I would attempt to talk to that person first, one-on-one. Then, if something continued I would go up to the next level. Personality problems take time I believe to form a better relationship. Technical issues would put me to ask for more training or specialized focus on that issue. Of course, I wouldn't talk about the situation with peers or around the water cooler, I would let time take it's course, and improve myself first. "

6. Do not fail to act enthusiastic, excited or that you really really want this job - by asking for it. It is okay to end the interview with "Thank you for your time, and hope you see I'd be a great member of the team, and wonder 'Do I get the job?'.

Good luck. Be yourself. Don't take it too serious. Customer Service work is about friendliness and technical ability to communicate through to the solution, meeting or exceeding the customers expectations.

NOTE : My experience is that I interviewed more than 1000 persons for a call center technical IT and Customer Service Support helpdesk of 15-200+ associates for 10+ years. Very rewarding, very exciting!

[srikantheppa2000]

You are so helpful... thank you