The below-given Help Desk Specialist interview questions provide a snapshot of what type of questions to ask during the interview in order to assess the skills, approach, and knowledge required for the profile.

Help Desk Specialist Interview Questions

Find an experienced Help Desk Specialist or a motivated candidate whom you can train. Experienced candidates will have strong knowledge of services, products, and clients they have worked with. They will be able to answer all your situational questions and must be familiar with excellent troubleshooting skills. For less experienced candidates, check their familiarity with computers and basic knowledge of databases. A BS in Computer Science or Information Technology is required, as well as previous client handling experience.

Look beyond technical skills when hiring Help Desk Specialists. This position is more about critical thinking and clear communication. They should be able to solve issues efficiently and have a strong will to deliver good client support. They should be empathetic, composed and organized. 

Use the following questions to assess your candidates’ knowledge of IT and troubleshooting skills. If written communication is required for this position, you may want to include a written take-home assignment as part of your recruitment process. In the assignment, you can ask them to describe a process or an IT concept.

Operational and Situational questions

• Do you know about our products? Why do you want to work with us?
• What do you do when you are unable to answer a help desk call?
• Tell me about a time you resolved a problem with a furious client. What was the problem? What solution did you give?
• Tell me about the worst client you have ever dealt with. How did you handle the situation?
• How do you install antivirus software?
• Describe the process of adding a new printer to a user’s network.
• How do you handle clients who ask for a refund?
• A caller has damaged a product and asking your company to replace or repair it. What would be your approach?
• A caller complains that their CPU is not starting. How would you troubleshoot?
• How do you stay updated on your knowledge of services and products?
• Name the tools you use for logging calls.
• Name the help desk tools you use.
• Which is your favorite OS and why?
• What type of clients do you have at your current company?