+ Reply to Thread
Results 1 to 14 of 14
  1. Delivering
    Join Date
    Apr 2010
    Posts
    6,483

    Certifications
    MBA
    #1

    Default Good interview questions for a Service Desk Candidate?

    Ideas?

    Thanks!
    Reply With Quote Quote  


  2. Login/register to remove this advertisement.
  3. Senior Member YFZblu's Avatar
    Join Date
    Nov 2011
    Posts
    1,318

    Certifications
    A+, N+, S+, CCNA, CCNA:Sec, GSEC, GCIH
    #2
    You already know this, but I think for Service Desk it might be best to ask questions that reveal HOW someone thinks, rather than simply answering the question correctly.

    Other softball technical questions you can throw out:

    -User tries to turn on the computer, but nothing happens. What do you do?
    -Outlook keeps asking for a username and password, what are your troubleshooting steps?
    -A user's personal folders are missing in Outlook: How would you assist him/her with that?
    -You don't immediately know how to resolve an issue, what resources would you use to find an answer, and at what point do you ask for help?
    Reply With Quote Quote  

  4. Delivering
    Join Date
    Apr 2010
    Posts
    6,483

    Certifications
    MBA
    #3
    Love the last one.
    Reply With Quote Quote  

  5. Senior Member
    Join Date
    Apr 2011
    Location
    Seattle, WA
    Posts
    910

    Certifications
    BA: MIS, MCITP: Enterprise Desktop Support 7, MCSA Windows 7 Configuration, VCP5
    #4
    With something that entry level I usually like to use questions that give insight into two things:

    1. What they actually know.
    and
    2. What they do when they don't know.

    With that said it really depends on what you're expecting out of them. To answer #1 I used to ask about how to join the computer to a domain, how to reset an AD password, a simple PST file question, ect.

    Then a few questions that they likely wouldn't know the answer in order to see how they problem solve and handle the unknown. Random things such as: "You see a default gateway of 0.0.0.0 and the computer won't connect to websites, what should you do to resolve the problem?".
    Reply With Quote Quote  

  6. DoWork
    Join Date
    Jun 2010
    Posts
    1,455

    Certifications
    vExpert, VCAP5-DCA, VCP5-DCV, VCP-NV, CCNA:S, BSTM
    #5
    A user calls and says the restroom is out of toilet paper. Seriously, we used to use this one. It shows how a candidate will respond to an asinine question that has nothing to do with IT because as we all know, most people have no clue what IT really does. Modify it to your liking/HR policy.
    Last edited by QHalo; 10-04-2012 at 04:44 PM.
    http://vwilmo.wordpress.com
    2014, the year of putting yourself out there
    Reply With Quote Quote  

  7. Senior Member RouteMyPacket's Avatar
    Join Date
    Aug 2012
    Location
    Dallas
    Posts
    977

    Certifications
    CCWKIA (Cisco Certified Wannabe Know It All)
    #6
    Technical Questions should revolve around TCP/IP troubleshooting and local MS apps (Outlook, Word, Excel)
    Reply With Quote Quote  

  8. Senior Member cyberguypr's Avatar
    Join Date
    May 2007
    Location
    Chicago, IL
    Posts
    3,335

    Certifications
    GCIH, CISSP, CEH, MCSA 2012, MCSE Private Cloud, MCITP:EA & SA, MCDST, MCTS, CCENT, Network+, Security+, VCA-Cloud, VCA-DCV
    #7
    There's a bomb on a bus. Once the bus goes 50 miles an hour, the bomb is armed. If it drops below 50, it blows up. What do you do? What do you do?
    Reply With Quote Quote  

  9. Network Engineer FloOz's Avatar
    Join Date
    Dec 2011
    Posts
    1,535

    Certifications
    B.S. CSIT; CompTIA A+, Network+; CCNA, CCNP R&S
    #8
    Quote Originally Posted by cyberguypr View Post
    There's a bomb on a bus. Once the bus goes 50 miles an hour, the bomb is armed. If it drops below 50, it blows up. What do you do? What do you do?
    never hit 50mph so the bomb never arms
    2014 Certification Goals: CCIE Studies, CCDA/DP, Become better in Python & Linux

    "Listen to me: don't quit, don't give up. If it get's hard tie a knot around yourself, you double tie it if you have to, but you hold on"

    Reply With Quote Quote  

  10. Senior Member cyberguypr's Avatar
    Join Date
    May 2007
    Location
    Chicago, IL
    Posts
    3,335

    Certifications
    GCIH, CISSP, CEH, MCSA 2012, MCSE Private Cloud, MCITP:EA & SA, MCDST, MCTS, CCENT, Network+, Security+, VCA-Cloud, VCA-DCV
    #9
    Hired!!!
    Reply With Quote Quote  

  11. DPG
    DPG is offline
    NOC Monkey DPG's Avatar
    Join Date
    Jan 2008
    Posts
    550

    Certifications
    SCSA (Subway Cerified Sandwich Artist)
    #10
    "When does the Narwhal bacon?"

    If they have a puzzled look on their face, continue the interview.
    If they answer correctly, end the interview immediately.
    Reply With Quote Quote  

  12. Virtual Member undomiel's Avatar
    Join Date
    Sep 2007
    Location
    Bellevue, WA
    Posts
    2,815

    Certifications
    MCSA:2008, VCP4/5, CCA (XS), MCITP: EA/VA, MCSE, MCSA, Linux+, Security+, Server+, A+
    #11
    Quote Originally Posted by Akaricloud View Post
    With something that entry level I usually like to use questions that give insight into two things:

    1. What they actually know.
    and
    2. What they do when they don't know.
    I believe that holds true for any position. When I'm interviewing a candidate I usually try to work out what a baseline of knowledge in an area, figure out what their specialty is (I interview lots of generalists) and put them in a position that is out of their comfort zone where they don't know the answer. It helps weed out the ones that don't like to think.
    Jumping on the IT blogging band wagon -- http://www.jefferyland.com/
    Reply With Quote Quote  

  13. Senior Member
    Join Date
    Apr 2012
    Location
    Sahuarita AZ
    Posts
    378

    Certifications
    MCSE
    #12
    A vital question is 'when does the day end' to many people have the 8-5 attitude and leave regardless if things are finished
    Reply With Quote Quote  

  14. Senior Member
    Join Date
    Aug 2008
    Posts
    2,662
    #13
    Based on their resume, ask them questions you feel they should know. And, ask them questions that they probably don't know, as this will show some of how they think and react to unknowns.
    Reply With Quote Quote  

  15. Senior Member
    Join Date
    Jul 2011
    Location
    Bangalore, India
    Posts
    348

    Certifications
    ISO/IEC 20000, ITIL® Expert, MCSA 2008, MCTS 70-659, VCP510, COBIT 5
    #14
    My previous boss used to start off with something simple, tell me about yourself etc. Then ask questions on that or he would just read the resume and ask something related to what you have written in the resume. I asked him about that once, he told me firstly it puts them at ease and secondly if you screw it up it shows where you stand. For the record most of the people he interviewed got stumped on these.
    My experience has been it not the question that is important its way you answer that tells a lot about the candidate. For service desk its not important if the guy knows AD or Networking its more important if that he knows where to find the information quickly, can do attitude or if he/she is willing to learn. Sometimes being too technical in a Helpdesk/Service Desk role is not good.
    I remember the old joke where the interviewer asks the candidate "Whats 2+2" and he jumps up, closes the blinds and then whispers "how much do you want it to be!"
    Reply With Quote Quote  

+ Reply to Thread

Social Networking & Bookmarks