Mastering the Art of Prescreening: Essential Questions to Ask Help Desk Technician for Successful Results

What technical certifications do you hold?

Defining the level of technical expertise of a prospective hire is pivotal in understanding their proficiency in specific areas. A person’s certifications can provide clear insights into their areas of specialization and their dedication towards learning and growing in their field.

How familiar are you with our product and software?

This question gauges whether the candidate has done their due diligence in researching your company and products. It provides a measure of their interest and motivation towards the role they have applied for.

What troubleshooting steps do you typically follow when addressing a technical issue?

This question is vital to unearth the candidate's problem-solving ability, their structured approach towards resolving technical issues, and their capacity to follow through a technical process.

What is your method for prioritizing support tickets?

The way a candidate answers this question will shed light on their organizational skills, efficiency, and ability to manage workload effectively.

Describe your experience with ticketing systems.

This question seeks to understand the candidate's level of familiarity with different ticketing systems, which are crucial tools in any tech support role.

Do you have any previous experience in a Technical Help Desk role?

Knowledge of a candidate’s previous experience in a similar role can provide insights into their practical skills, ability to deal with customer service, and problem-solving skills.

How do you handle a call from an angry customer?

This question assesses the candidate's customer service skills, their empathy, and their ability to maintain professionalism under stress.

Can you explain a technical problem to a non-technical person?

The answer to this question shows their communication skills, especially when dealing with complex technical language. This indicates their potential to communicate well with other non-technical team members or clients.

Have you ever dealt with a difficult customer? If so, how did you handle the situation?

This assesses their interpersonal skills, problem-solving abilities, and their knack for maintaining customer satisfaction, even in challenging situations.

How do you continue your technical education to stay current to new technologies?

This question measures their commitment to continuous learning and adaptability towards new technologies.

Are you familiar with remote desktop tools? If yes, which ones have you used?

Remote desktop tools are common in tech support roles. Knowing which tools a candidate has used can give a glimpse into their working style.

What experience do you have with computer hardware or network troubleshooting?

Asking this question uncovers the candidate's practical skills in two critical areas in tech support roles: computer hardware and network troubleshooting.

Can you give an instance where you went above and beyond to assist a client?

This question explores their commitment to exceptional service delivery and their drive to exceed expectations. It's an excellent way to get stories and specific examples of their customer service skills.

How do you cope when dealing with high-pressure situations or tight deadlines?

This question provides insight into the candidate's stress management skills, their decision-making process during a crisis, and their adaptability to rapidly changing situations.

Can you provide an example of a time when you implemented a solution that improved the efficiency of a technical support process?

It assesses their creativity, innovative thinking, and the ability to make suggestions that create positive changes in the workplace.

In your opinion, what qualities make for a successful help desk technician?

The response to this question will highlight their understanding of the role, their preparedness for the job, and the values they believe are essential for success in such positions.

How do you keep track of your day-to-day tasks and deadlines?

This question is crucial in determining a candidate's organizational skills and time management abilities.

Describe your experience with troubleshooting Windows/Mac operating systems.

The answer to this question will reveal their knowledge and practical skills in troubleshooting some of the most common operating systems in use.

Are you comfortable working in shifts including nights and weekends?

This question will help you understand their flexibility and willingness to work on rotatory shifts, a common feature in tech support roles.

What steps would you take if you were unable to solve a technical problem?

This question assesses the candidate's problem-solving abilities, willingness to take ownership, and their approach towards seeking help in challenging scenarios.