Q: I might be interviewing for a help desk position soon, so I'm looking for some common or "generic" helpdesk troubleshooting scenarios.

IT Certification FAQ

Home

Microsoft

Q: I might be interviewing for a help desk position soon, so I'm looking for some common or "generic" helpdesk troubleshooting scenarios. Just some ideas of what to expect.

A: Some of the everyday things we come up with is dialup connectivity settings, email problems, web connectivity (proxy settings) and occasionally some application stuff like Office. Know where to go to get the answers like manufacturers customer support websites and the Microsoft knowledge base: http://support.microsoft.com.

Marshall R. Madole

What you must know is:

The importance and benefits of measuring the delivery of customer support
How to create "win/win" positive interactions with customers and co-workers
How to identify underlying customer needs
How to gain agreement with customers, and meet and exceed customer
expectations
The difference between providing solutions and satisfying a customer's
psychological needs
How to deal effectively with a variety of customer situations
How to work with unrealistic or angry customers
How to gain satisfied customers through better listening
The guidelines for problem escalation
The importance of delegation
The basic anatomy of computers
Basic tools and technologies used in the customer support industry