Hello there, my name is Richard McMunn from the interview training company PassMyInterview.com.
In this tutorial, I am going to teach you how to pass a service desk interview. So,
it does not matter which organization you are being interviewed for a Service Desk position,
I promise you, if you watch this tutorial from beginning to end, it will make a big
difference to your preparation. I'm going to run through the questions that are going
to come up. And more importantly, I'm going to give you high-scoring answers! Now before
I do that, a very warm welcome to this service desk interview training tutorial. My name
is Richard McMunn. That's me there in the center. The bald chap! And I've been helping
people for about 20 years now to pass their interviews. I do that by giving you top-scoring
answers. So please do SUBSCRIBE to the channel by clicking the red button below the video,
and then you're not going to miss out on any of the weekly training videos I'm uploading.
And I would also very much appreciate your support if you gave the video a LIKE. That
always motivates me to create more content for you. Thank you very much indeed. OK. Let's
get straight into the Service Desk Interview Questions and Top-Scoring Answers. The first
interview question is going to be: Tell me about yourself and why you want to work in
the service desk role? Let's give them a powerful, positive top-scoring answer! Here we go. “I
am here today being interviewed for this Service Desk role because I believe the skills and
qualities I possess are a perfect match for the job. I enjoy communicating with people,
have strong analytical skills that allow me to solve problems quickly, and can work under
pressure to solve issues for customers and clients in line with the targets my employer
demands. I am someone who picks things up very quickly, can build strong relationships
with my co-workers and will always represent your brand in a positive way whilst dealing
with customer and client calls. I appreciate you are interviewing lots of people for this
Service Desk role, but I can assure you that, if you decide to choose me for this position,
I will be the perfect employee who will always carry out my duties diligently and professionally.”
So, if you use that answer right at the start of the interview, it puts you across in a
positive and confident manner. And it also demonstrates that you understand the key skills
required to carry out the role properly. Second question of your service desk interview: Why
should we hire you? Basically, what makes you the standout candidate? Here is my suggested
answer. “I think you should hire me for three main reasons. The first reason, and
perhaps the most important, is that I have the necessary experience to carry out this
Service Desk role to the standards you expect. The second reason is, that I will be able
to quickly align the transferable skills I already possess, so I can start performing
in the Service Desk role quickly and without supervision. Finally, I feel it’s really
important as a Service Desk team member to have strong communication skills. If you have
strong communication skills, you can quickly get to the heart of the problem and resolve
any issues with clarity, logic and to the satisfaction of the customer or client. I
believe I have very strong communication skills that will assist me in this role if you choose
to hire me within the service desk position.” That's a great answer! Let's take a look at
another service desk interview question. Why do you want to work for our company in this
service desk role? We need to give them a genuine, honest and strong answer for the
reasons why you want to work for their company. Here is the answer. “When I initially saw
this job advertised with your company, I knew it was the position I wanted. Your company
has a solid reputation, employs lots of talented people, and it is somewhere I genuinely feel
I can grow and develop. Also, more importantly, I genuinely believe in your products and services.
This means I will really enjoy my job as part of the Service Desk team because I will have
a passion talking about your differing products and services, and also getting quickly to
the problems faced by your customers and clients. Finally, your strong values and ethics are
attractive to me as an employee and would feel proud to work for your company within
the Service Desk team.” What I like about that response, is you are giving a few reasons
why you say when you initially saw it, you know, the company's got a strong reputation,
it employs lots of talented people, it's somewhere that you can grow also that you have a passion
and belief in their products and services that will make the role more enjoyable. And
also, you can get to the root of customers and clients problems. And then also, you're
talking about their values and their ethics in the manner that they are attractive for
you to work there. So, lots of powerful and positive reasons why you'd want to work for
their company in the service desk position! Next question. Describe a time when you took
ownership of a situation? This is a tough, tough interview question. But when you are
working as part of a service desk team, you have to take ownership of situations. Here
is my suggested answer to this question. “In a previous job, a dissatisfied customer called
the service desk to complain they had been waiting to hear back from another analyst,
but they had not received the call as promised. The analyst was off that day, so I decided
to take ownership of the situation to resolve it there and then for the customer. I quickly
read back through the case notes whilst the customer remained on the line. The analyst
had not raised the problem with our technical department, and this oversight was the main
reason why the follow up call had not been made. I apologized unreservedly to the customer
and gave them an honest appraisal of the situation. I reassured them I would personally deal with
the situation from there on in, and I assured them I would call them every 24-hours with
an update. After escalating their case to the technical team, within 48-hours the issue
was successfully resolved. During that time I had kept the customer updated and reassured
as promised.” So, that shows that you are not just saying… Oh, I'll get them to get
in touch. Which a lot of people would do! You say: I will sort out this situation for
you right here and right now! Next question of your service desk interview. How would
you deal with a difficult customer? So, we have to have a thorough understanding of the
process for dealing with difficult clients or difficult customers over the telephone.
Here is my suggested answer. “First of all, I would listen to them by giving them my full
attention. I would take nates as they spoke and ask them clarifying questions to make
sure I fully understood their complaint or problem. I would then show genuine concern
for their situation, apologize if required, before offering up multiple solutions to their
issue to demonstrate I genuinely cared about their predicament. At no stage during the
call would I react emotionally, nor would I take anything they said personally. I would
avoid putting the caller on hold and I would always be honest and never make promises I
could not keep. Dealing with difficult customers within the Service Desk team is all part of
the role, and it’s important to practice genuine positivity in the tone of your voice
and how you deal with all customers.” That shows that you have a thorough understanding
of how to properly deal with a difficult customer, to not take it personally, to get to the root
of the problem quickly, and then not give them any promises that you cannot keep. Next
question of your service desk interview: What are your strengths and weaknesses? This is
guaranteed to come up, and it may form two questions. First question might be: What are
your strengths? And the second one: What's your biggest weakness? But here is my answer
to this question. “During my employment appraisals over the last few years, the core
strengths that I hear from my supervisors and team leaders time and time again are my
exceptional communication skills, my ability to provide brilliant service and also the
fact that I always represent the company I am working for in a positive and professional
manner. I also believe another of my strengths is that I am a supportive team member who
will step up and take ownership of situations whenever needed. In terms of my weakness,
this would have to be the fact that I cannot say no to anything! I hate letting people
down, and I always say yes to extra work or duties. Whilst this is great for an employer,
I do need to make sure I have the capacity to take on extra work whenever it is requested.”
What I particularly like about that answer is that you are giving strengths from two
perspectives. The first one is what your team leaders and supervisors have been saying about
you consistently over the years, and then also one that you think is one of your own
strengths. And then you are just giving one weakness. But that weakness, it is a weakness
for people who can't say no to anything, and they take on loads work. But from an employer's
perspective, that is attractive. So it's quite a clever response to that question! Now, if
you'd like to download my 21 great answers to tough interview questions, there's a link
that has appeared in the top right hand corner of that screen. If you click it, it will take
you through to my website, PassMyInterview.com and you can download all of the questions
and answers to help you prepare fully for your service desk interview. If you have any
questions, put them in the comments section below the video and I will be more than happy
to answer them for you. Now, please do SUBSCRIBE and hit the like button. I very much appreciate
that. Thank you. And I wish you all the best for passing your service desk interview. Have
a brilliant day. Thank you very much!