Dear job seeker,
I will keep this page short and to the point. Here’s what I have for you today:
In the eBook, you will find multiple great answers to each of the following questions:
- Why do you want to work as a desktop support specialist (technician, assistant, etc)?
- Can you tell us something about your past working experience? (Walk us through your resume.)
- In your view, what characterizes a great desktop support assistant?
- How do you imagine a typical day in work?
- What do you consider your greatest weakness when it comes to desktop support?
- Describe a situation when you went above and beyond with your service (for example for a person who called you seeking assistance while experiencing a technical issue).
- Describe a time when you had to deal with an angry client. What was your reaction to the situation?
- Describe a time when you struggled to communicate something to your boss, colleague, or to a client (for example guiding them in a process of addressing some technical issue).
- Imagine that you are already back home from work, and a client (based in a different time zone) calls you, having a serious issue with their desktop, seeking your help. What would you do?
- Your task is to install the same operating system on twenty computers, all of them in the same network, all of them having the same basic configuration. Define the main steps you will take to carry out the installation with as little interruption of the workflow as possible.
- One of the users calls you complaining that their computer has been extremely slow for the past 48 hours. Define the process of troubleshooting, step by step.
- One of the users complains that every time they run their web browser, the screen says it can not load the homepage, because a virus was detected, or a malware. How will you proceed in troubleshooting this particular problem?
- Is it possible to disable firewall in Windows 10? Should we ever do it?
- What will you do to secure Windows server files, dealing with an operation that can result in losing these files?
- You can not boot your Windows 10, because some files are missing. What will you do in this case?
- … and fifteen other tough questions you may face in your interview for any desktop support job.
Check the sample to see how this eBook can help you:
Sample from the eBook
Q:How do you imagine a typical day in work?
Hint: Having a nice cup of coffee, reading newspaper, sitting in a comfy massage chair, and waiting for a phone to ring. Is this your idea of a job of a desktop support worker?
Well, you’ll have to show a different attitude in your interview—at least if you want to get hired.
Speak about proactive approach to work—making calls, inspecting existing setups, visiting clients outside of your workplace, etc.
Obviously the day looks slightly differently in each company. In some cases, you will really have clients calling from morning to afternoon (or evening), waiting to get your attention.
However, even in this case the interviewers like to hear about your proactive approach to work.
Show them that you are not afraid to step out of your comfort zone, and do something extra for your employer.
Job description may also help you to understand how your day will look like, though many corporations have a tendency to advertise job offers in a rather complicated manner…
– I like to be organized in work, and I will definitely try to make a schedule for each day, from morning to evening. The principal part of the day will be devoted to troubleshooting problems as they arise—and surely they will arise each day.
Of course, we should also occupy ourselves in low times—when everything works, and nobody demands our attention. That’s the time to study latest trends, or inspect the current configurations and installations, looking for possible improvements. To be honest, I like to be busy in work, and will definitely look for something to do if nobody is calling.
– I have never had a similar job, and it is difficult for me to imagine a typical day. Perhaps a typical one doesn’t even exist. If I understand our role correctly, the core of work consists in either addressing existing issues clients have with their hardware/software, or finding areas for improvement for existing HW/SW setups.
I am sure you have an excellent training program in place, and I will learn how to spend the day in the office effectively. Anyway, I imagine we’d spend a lot of time on the call, and I feel perfectly fine about the idea.
Q: Describe a situation when you went above and beyond with your service (for example for a person who called you seeking assistance while experiencing some technical issue).
Hint: Going above and beyond marks the difference between an average and an excellent employee in customer service.
You do not have to talk about something groundbreaking, however. Perhaps someone opened a support ticket, you addressed the issue, and while addressing it, you identified an opportunity to further improve the performance of their device—and made this extra suggestion.
Or you responded to a call in the night, or traveled to meet the client on site, after hours, when you (and your colleagues) weren’t able to distantly troubleshoot a serious issue, one that had a big impact on the business of the client.
Anything you decide to narrate, you should talk with enthusiasm. Interviewers should get an impression that you enjoy going above and beyond while delivering an unforgettable customer experience.
– I remember when a client purchased an upgrade to their existing server setup, adding some memory slots and CPU units, since they were experiencing issues during peak traffic to their websites.
While running a backup and updating their setup, I noticed that they were using quite outdated method of PHP handlers, and suggested an update to another implementation, which should have resulted in further improvement of the server performance. The client was grateful for the suggestion, we implemented it, and the performance of the server has improved.
– I went above and beyond in my last job quite regularly. People were experiencing technical issues during night shifts, and since I was the only IT support employee in the entire production plant, they would call me in the middle of the night. But I understood how important it was to keep the plant going, to avoid stopline, and never hesitated to offer my assistance, or even to travel to work to address some serious issue directly on site.
– This is my first job application, so I have no experience with going above and beyond for the customer. But I understand that this is a highly competitive industry. If clients aren’t satisfied with our customer service, they will leave us.
Oppositely, if we provide an amazing customer experience, going above and beyond with our technical support, they will recommend us to their peers and our business will thrive. That’s why I want to go above and beyond with my service, though I am not sure yet what exactly it means in this company.
End of the sample
These were just two questions. You will find 30 in the eBook, including difficult behavioral questions, and twelve technical questions. But that’s not all.
To ensure you will get the job, I included in the book six principles you need to understand before you can ace your interview for any desktop support job.
Without talking too much about them, let me show you another sample from the book:
Sample no. 2
Principle no. two: Show your willingness to learn and adapt
Maybe you are the best tech expert in the city, have excellent communication skills, and it is a pure pleasure to talk to you on the call. Maybe you feel ready to bring your experience and approach to customers onboard, to make their desktop support better than ever.
However, this is not how it works in corporate sphere. You will receive an extensive training before picking the phone for the first time.
In most big corporations (and not only there) they have in place exact processes for almost everything—including desktop support and customer service in particular.
Starting with greeting, asking the first question, certain reaction to different questions or even mindsets and moods of the customers, and ending with certain way of saying goodbye or even a follow-up.
From the start to the end, and each call is monitored…
For this reason, it is crucial to show a certain level of humility in your interview. Perhaps you did similar work in the past, perhaps you really excel in your job.
Even though, you should ensure the interviewers that you are willing to learn and adapt to the processes they have in place in the company. Because they are proven by time, the company invested a lot of money into monitoring and reporting and finding the optimal way of pleasing the customers.
Certainly, they do not represent the pinnacle, the culminating point you can reach in your career. And once you have some successes and experience, you may come up with your own strategies and methods on the call, to provide the most effective customer service.
But that’s not something you should talk about in an interview. Anytime they ask you about your attitude to work, strategies, attitude to training and mentoring in work, you should…………………
End of the sample
So that’s it. I do not want to waste your time with lengthy sales pages, and imaginary discounts or fake reviews, like many other people do on their websites, while trying to sell you something. That’s just not my style…
You have read the samples, you know what the eBook is about, and surely you can tell whether it will help you.
I sincerely believe it will. And you can read it easily in two to four hours, it’s 12,500 words. Only things that truly matter, no secondary content.
Plus, of course, like with everything else we sell here on InterviewPenguin.com, you have a risk free sixty days money back guarantee. If you don’t like this eBook for any reason, or no reason at all, just let me know (email me at matthew[at]interviewpenguin[dot]com) within 60 days and we will give you a full refund.
- Brilliant answers to thirty difficult questions you may get in your interview for a job of Desktop Support Specialist/Technician/Assistant.
- Published in 2020, updated in 2022.
- Several sample answers to each personal and behavioral question, so you can choose one that reflects your values and experience (including answers for people with no working experience).
- Six principles of acing the interview, things you simply need to know in order to make the right impression on the hiring managers and to win them over.
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That’s it. Your interview does not have to be stressful, or difficult. You can interview with confidence, and give brilliant answers to all tough questions. Download the guide today, and succeed in your interview.
Matthew Chulaw, Your personal job interview coach
P.S. Send me a message if you have any questions about this eBook or about anything else. I try my best to answer all emails within twelve hours (matthew[at]interviewpenguin[dot]com). Thank you!