Help desk analyst questions

Question 1

What is the difference between SQL and NoSQL?

Answer 1

SQL - relational database; tables with many general uses.

NoSQL - non-relational non-table database optimized for a specific data set. Less secure sometimes.

Question 2

What is the difference between SQL and NoSQL?

Answer 2

SQL - relational database; tables with many general uses.
NoSQL - non-relational non-table database optimized for a specific data set. Less secure sometimes due to less standardization.

Question 3

Can you explain some of your past experience in technical support?

Answer 3

audio/video issues - control panel, Bluetooth in device manager
network issues - mtr, found 2 routers, cat5 cable.
recovered phished accounts - password reset through google authentication app.
removed malware - quarantined device, start in safe mode, malwarebytes.

Question 4

What has been your best/worst experience in help desk roles?

Question 5

Servicenow?

Question 6

If a customer calls in saying their PC is slow, how would you address the problem?

Answer 6

I would ask them to open task manager to determine if it is CPU/GPU/RAM/Network.

CPU - Monitoring and Antivirus programs, art programs.
GPU - CAD, update software or driver. Used for encryption.
RAM - too many tabs open or app memory leak; kill task.
Network- mtr or pathping to determine where the bottleneck is.

Question 7

Adobe experience?

Question 8

How long do you believe a phone call should last?

Answer 8

Ideally, under 5-10 minutes. Can usually narrow down the problem with a few well placed questions, and gauge the technical skill of the user based on the terms they use.

Question 9

Office 365 experience?

Question 10

Can you describe a typical day in your previous help desk position?

Answer 10

1) Group huddle, game plan, tasks/quota.
2) Configure the PDA, scanner, label printer, BYOD.
3) unload inventory, use devices, stock
4) online classes
5) cleanup

Question 11

Can you explain a time when you went above and beyond?

Answer 11

Someone asked me to help

Question 12

If a customer calls in saying their computer fails to boot, how would you address the problem?

Answer 12

Ask them if lights turn on, or there is fan sound.
Ask them if anything has changed recently.
Ask what they see on the screen/dark light or pitch black.
Check brightness, monitor cables and ports.

Question 13

If a customer calls in saying they currently don’t have internet access, how would you address the problem?

Answer 13

Save work and restart PC.
Check if they are connected to a network/look for APIPA.
Check their TCP/IP settings with ipconfig /all.
Ping websites by IP address and domain name to determine if it is DNS.
Check VPN adapter, authentication, date/time.
Check if other users are affected.

Question 14

Would you be able to train new hires on help desk fundamentals?

Answer 14

I’d be open to doing that, I trained people on using scanners and PDUs at my old job, and have helped people change their DNS server.

Question 15

If a customer calls in saying the audio isn’t working on their PC, how would you address the problem?

Answer 15

I would narrow down what they mean by isn’t working.
CHECK MUTE BUTTON, VOLUME, OR SILENT MODE.
No on light - check cables, ports, and device manager.
Turned on but no sound, check control panel.
Quality issue - check sound card driver update or cabling.

Question 16

If a customer calls in saying their PC is slow, how would you address the problem?

Answer 16

I would ask them to open task manager to determine if it is Application or Network related.

CPU - Monitoring and Antivirus programs, art programs.
GPU - CAD, update software or driver. Used for encryption.
RAM - too many tabs open or app memory leak; kill task.
Network- mtr or pathping to determine where the bottleneck is.