Help Desk Technician IT Etc.

purplepardalis

During interviews it is the people who engage me who are usually successful. I like to be smiled at when I meet candidates and being able to have a bit of small talk at the beginning is essential. Sometimes you have to do this on the phone whilst on the job so it is actually a useful skill. Even if it's on a mundane subject such as weather or travel, how you answer is important.

Candidates have to demonstrate that they are naturally a people person and this should come over during the interview. Eye contact, active listening - showing interest on what is being said.

As for content - experience based answers to questions are great. So, a 'What would you do.......?' question should be given a brief answer which is then backed up with an example of when you might have done it.

When interviewing for first line roles you will be asked about working under pressure and prioritising calls. If you get the one about having a VIP on the phone with a low priority printing problem whilst you are trying to cope with a Major Incident involving lots of people then the right answer is to somehow get both done - hand over the VIP to someone who can focus on it whilst you coordinate the major incident.

Going the extra mile. This question often comes up. Practice an answer for this that demonstrates it well without making you look like a martyr! And remember - do not panic if you have no previous IT experience - just talk about a time in another job.

What are your weaknesses? I hate this question and never ask it. If you get it then mention one that doesn't involve a criminal activity but also say how you have gotten around it and what you do to stop it from happening. For example, being naturally disorganised. Overcoming it by keeping lists and an up to date calendar. Blocking time in the calendar to get work done and making sure you give realistic timescales to people asking for work to be completed.

Make sure you have some questions to ask but not too many. Do not ask about pay and benefits in the interview - let the agency deal with that for you!

Right, I have to go and cook - if I think of more I'll add it. Again, please ask if you have questions!

DCFC79

Have you checked the job/person spec yet as the ones ive applied for required qualifications in so and so, just a thought

RobertoMoir

For a first line job, don't go to town on "I'm a techie because I set a computer up at home". By all means use that as evidence of your keenness and willingness to learn, but working a helpdesk and business computer configuration are *very* different from setting your own computer up and doing stuff at home.

An ability to stay calm and personable under pressure, deal with people who are having a "bad" day without getting shirty yourself, and being able to understand what a non-technical person is describing to you and being able to give them help in a language they can understand are all important. For a helpdesk job, if I had a choice between someone who was "a bit more techie" and someone who was "a bit more personable" then I'd choose the latter every time.

Rockporkchop

Password resets, call logging and reporting (you must be able to listen and record information correctly and concisely), escalating queries to second and third line support. You would probably need to know all the MS Office Applications inside out (and have demonstrable experience of that fact), also I would think 2003 Server, Client Operating Systems, Exchange and Active Directory.

RobertoMoir

I wouldn't expect a helpdesk technician to have server knowledge, or Exchange / AD, Rockporkchop.

I'd expect them to be able to learn that stuff and it would be a definite bonus for a candidate that did have it, but you don't need to know either of those 3 things to do the majority of first line helpdesk calls in the average business.

purplepardalis

I would AD user admin.

But that is simple to learn. As are most of the other IT skills needed for 1st line.

Another one to get some knowledge of even if you can't afford to do the qualifications yourself is ITIL. Look it up and learn the lingo and the background.

DCFC79

Below is a list from a job ad for junior it helpdesk thats advertised close to me:

PRIMARY RESPONSIBILITIES
• Field telephone support calls and review email submits to problem management system. (Remedy)
• Troubleshoot computer problems.
• Determine source of computer problems (hardware, software, user access, etc.).
• Log calls into problem management system. (Remedy)
• Document resolutions for future reference.
• Maintain PC and laptop builds.
• Maintain good IT relations within the company
ESSENTIAL TECHNICAL KNOWLEDGE AND SKILL REQUIREMENTS
• MS Windows 2000 and XP pro (excellent)
• Printing solutions (HP, Lexmark, Canon) (basic)
• Microsoft office (proficient)
• Lans and Wans, network protocols and devices (basic)
• Computer Hardware, PC’s and Laptops (good)
DESIRED TECHNICAL KNOWLEDGE AND SKILL REQUIREMENTS
• MS Windows 2000 and 2003 server (basic)
• MS Windows Active Directory (basic)
• Lotus Notes (basic)
• Antivirus Solutions (Symantec) (basic)
• BroadBand and VPN solutions (basic)
• Citrix Server and Terminal Servers (basic)
• RDP and VNC (basic)
• Telecoms (basic)
• Unix (Basic)
• AS400 (Basic)
• Blackberry (Basic)

so some knowledge of server 2003 is needed or at least with this job

RobertoMoir

DCFC79 wrote: »

so some knowledge of server 2003 is needed or at least with this job

It varies from job to job I guess. We wouldn't require server experience for an absolute front line helpdesk job, though it might be an advantage.

DCFC79

RobertoMoir wrote: »

It varies from job to job I guess. We wouldn't require server experience for an absolute front line helpdesk job, though it might be an advantage.

ive seen a fair few jobs that require server 2003 which is soemthing i dont have but i still apply for the jobs

purplepardalis

Windows 2000? Gosh, they need to upgrade! Does MS still support it?!!!!