Interview Questions - IT Help Desk/Customer Service Agent

Interview questions form:


Use these questions, or others from the accompanying potential interview questions list, to formulate your own
interview of job candidates for a support or help desk position. This form can also be modified to fit other job
categories. Use your version of this form for each candidate to ensure that the interview is fair and equitable.

TODAY'S DATE: ____/____/_____
CANDIDATE NAME: __________________________________________________________________
CONTACT INFORMATION: Address: _____________________________________________________
Telephone: ________________ (work)
________________ (home)
________________ (cell)
E-mail: ______________________________________________________
POSITION DESIRED: ____________________________________
SALARY RANGE DISCUSSED: $___________ to $____________
PROMISED RESPONSE DATE: ____/____/______
NEXT STEP: _________________________________________________________________________

Major qualifications in a nutshell
Use this section to document the candidate's individual qualifications or interesting experiences.
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The questions
Modify these questions to fit your particular circumstances and requirements. After you have made notes about
the answer to each question, rate the candidate's response from 0 to 5. Then add up the TOTAL: ______
Tell me about your current job. What do you like about it? What do you dislike? 0 1 2 3 4 5
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Interview questions
What operating system do you prefer and why? 0 1 2 3 4 5
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What precautions would you take before replacing a keyboard, hard drive, or network card?
0 1 2 3 4 5
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What's the biggest mistake you've made? How many were affected by it? How did you find
out about it? How did you recover, and what did you learn? 0 1 2 3 4 5
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What is the single most rewarding thing you have accomplished in your career, and why do
you cite this above all your other accomplishments? 0 1 2 3 4 5
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Tell me about the most difficult IT problem you have faced and how you handled it. In
retrospect, would you handle it the same way now? 0 1 2 3 4 5
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Describe for me a risk you have taken in your career and the results of the decision to take
the risk. Would you do it again? 0 1 2 3 4 5
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What role do you think computer support analysts should play in the company? 0 1 2 3 4 5
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I know all these references are going to say nice things about you, or you wouldn't have
listed them. Can you give me one that won't say good things about you? 0 1 2 3 4 5
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Ask the candidate to turn around so he or she can't see you. Then ask him or her to tell you
how to tie your shoelaces using only vocal instructions. (This question can help you test
communications skills needed by candidates who support remote users by telephone.)
0 1 2 3 4 5
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Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms