So you got an interview call for a desktop support help position. Congratulations!
Going through some common desktop support analyst sample interview questions and answers might help you preparing some good in this regard. In addition to some basic technical questions, you might face some situational questions regarding customer service as well.
Even if you are a degree holder in Computer Science or IT and are confident that you can counter any technical question, revise some basics before appearing in the interview as a mind refresher. In addition to technical information, equip yourself with some basic customer dealing protocols.
Following are some sample desktop support analyst interview questions and answers.
Desktop Support Analyst Interview Questions and Answers
What makes you believe that you qualify as a desktop support analyst successfully?
Apart from my degree in computer science, I have had extensive experience in handling local area networks and wide area networks. I can manage both hardware and software installation and troubleshooting activities and have strong knowledge of handling peripherals as well.
Which desktop environments are you familiar with?
I am familiar with all versions of windows and also have a comfort level in using Macintosh, Linux based systems.
Tip: Answer honestly. Mostly companies have windows based desktops so it is advisable to do some homework research on differential versions of windows if you are not already familiar with these.
Why did you opt for desktop support as a profession?
I enjoy fixing computers and I take every problem as a challenge! I derive immense satisfaction from successful troubleshooting which I why I opted for the profession
How do you rate yourself in terms of handling work stress?
I would rate myself 9 out of 10 because I am good in time management and task prioritization so I am usually able to deal with multiple orders and satisfy clients by delivering troubleshooting services within provided time frame
What are the common sources of virus and how do you prevent the same?
The most common sources of virus and malware are external drives and internet. These can be avoided via effective and timely antivirus and anti malware software installation and monitoring, coupled with regular debugging and scanning of the system.
What do you think is the most important part of working as a successful desktop support analyst?
The point of a desktop support analyst is to identify problem and give an accurate solution instantly from many alternatives. Another important part of working at this position is to ensure client satisfaction. Since we usually help clients sort out their technical issues, it is important to be patient and it can sometimes take hours to troubleshoot one problem.
What is the biggest motivating factor working as a desktop support analyst?
Client satisfaction! Knowing that you have helped a client in a major way is a great motivator and can go a long way in encouraging one to perform more efficiently.
How would you deal an agitated user whose system has crashed due to a malfunction in windows and he/she is worried about data recovery?
I would start by calming down the user and assure them that we would do all we can to recover the files. Then I’d ask the client some basic questions on happenings just before the system crashed to equip myself with a better diagnosis, in light of which I’ll try my level best to retrieve any files. I also educate my clients now and then to keep a backup folder in one of the relatively inactive drives as a precaution of data safety to avoid data loss in such situations.
When attempting to resolve a desktop problem, do you prefer working on your own or are you comfortable working with coworkers?
I usually prefer attempting to handle a situation myself and do not hesitate to ask for help if required. In fact, I believe that sometimes, working with others can provide you with great insight and learning experiences.