Interview prep

Help Desk Analyst interview questions

13 questions help desk analysts get asked, grouped by type. Under each one are the skills it is really testing, so you can pick a story from your own work that shows them.

Technical

  1. You have several open tickets at once. How do you decide which to work on first?
    Tests: prioritisation, judgment
  2. How do you decide when to escalate a ticket to a specialist team instead of continuing to work it yourself?
    Tests: judgment, process
  3. You're helping a user fix a problem remotely and can't see their screen. How do you guide them through it?
    Tests: communication, attention to detail

Situational

  1. A user submits a ticket that just says something isn't working, with no other detail. How do you get to the actual problem?
    Tests: communication, attention to detail
  2. The same kind of ticket keeps coming in from different users. How do you address that beyond just closing each one?
    Tests: problem solving, communication
  3. A user reports an issue with a system or tool you're not familiar with. What do you do?
    Tests: problem solving, resourcefulness
  4. How do you make sure the fix you found for a tricky issue is useful to the next person who hits something similar?
    Tests: knowledge sharing, attention to detail

Behavioral

  1. A user is frustrated and short with you because their issue has already cost them time. How do you handle the interaction?
    Tests: communication, composure
  2. Tell me about a time you disagreed with a coworker and how you handled it.
    Tests: conflict resolution, communication
  3. Describe a project or task that did not go well and what you did about it.
    Tests: ownership, reflection
  4. Give an example of persuading someone to adopt an idea they initially resisted.
    Tests: influence, communication
  5. Walk me through how you decided what to work on when you had more requests than time.
    Tests: prioritisation, judgment
  6. Tell me about a time you had to learn something new quickly to get a job done.
    Tests: learning agility, ownership
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Help Desk Analyst interview questions — Gurus Consulting