Help Desk
Help Desk is a customer support service that assists people with technical problems, general questions, or service requests. Think of it as a central point where employees or customers can get help when they run into issues with computers, software, or other workplace technology. Help Desk teams handle everything from password resets to software troubles, acting like a first line of support for technology-related problems. This role can be called many things, such as "Technical Support," "IT Support," or "Service Desk," but they all serve the same basic purpose: helping people solve their technology problems.
Examples in Resumes
Managed Help Desk tickets and resolved 50+ customer inquiries daily
Led Help Desk team of 5 technicians supporting 500+ employees
Achieved 95% customer satisfaction rating as Help Desk Specialist
Provided remote and in-person IT Support for company-wide technical issues
Handled Service Desk operations for multi-location business
Typical job title: "Help Desk Technicians"
Also try searching for:
Where to Find Help Desk Technicians
Online Communities
Job Boards
Professional Networks
Example Interview Questions
Senior Level Questions
Q: How would you improve a help desk team's efficiency and customer satisfaction?
Expected Answer: Look for answers that discuss implementing ticket tracking systems, creating knowledge bases, training team members, establishing clear processes, and using customer feedback to make improvements.
Q: Tell me about a time you had to manage a major technical crisis affecting multiple users.
Expected Answer: Candidate should describe their leadership in organizing resources, communicating with stakeholders, and implementing both immediate and long-term solutions.
Mid Level Questions
Q: How do you prioritize multiple support tickets?
Expected Answer: Should explain how they assess urgency based on business impact, number of affected users, and company priorities, while maintaining clear communication with all requesters.
Q: How do you handle an angry or frustrated customer?
Expected Answer: Look for answers showing empathy, professional communication, focus on solutions, and ability to remain calm under pressure.
Junior Level Questions
Q: What steps do you take when helping someone who can't access their email?
Expected Answer: Should demonstrate basic troubleshooting steps like checking internet connection, verifying password, ensuring correct login information, and escalating if needed.
Q: How do you document your support tickets?
Expected Answer: Should explain clear note-taking practices, including problem description, steps taken, and resolution, making it useful for future reference.
Experience Level Indicators
Junior (0-1 years)
- Basic computer troubleshooting
- Customer service skills
- Ticket system usage
- Password resets and basic account management
Mid (1-3 years)
- Advanced troubleshooting
- Remote support tools
- Knowledge base creation
- Team coordination
Senior (3+ years)
- Team leadership
- Process improvement
- Project management
- Vendor management
Red Flags to Watch For
- Poor communication skills
- Lack of patience when explaining technical issues
- No experience with ticket management systems
- Unable to describe basic troubleshooting steps
- No customer service experience
