Help Desk White Papers

10 extra questions to help you make the best help desk hire

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• help desk,
• desk,
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Overview Finding a good help desk analyst requires more than simply assessing candidates' technical abilities. Here are 10 questions to add to your interview routine that will help you determine whether an applicant possesses other essential qualities.

Help desk staffers need more than basic technical ability. They should also have strong communication and problem-solving skills, enjoy working with people, and be flexible in dealing with the demands of the job. These 10 questions are designed to help pinpoint those traits in the candidates you interview. For example:

• What role do you think computer support analysts should play in the company? There are a lot of good answers to this question. The important thing here is that the candidate mentions the needs of the users and not just the systems.


• Can you write a paragraph explaining how DHCP works? This task is good for both experienced and inexperienced candidates. It seems like a test of knowledge, but actually it's a test of communication skills. If the candidate admits no knowledge of DHCP, explain it first and then request the paragraph. If the candidate returns a well-written explanation, he or she could be a good support analyst.


• What operating system do you prefer and why?
You probably don't really care what operating system anyone prefers. However, you do care that anyone you hire knows about operating systems and can articulate why one or another is preferable.

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