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  • 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 sayingOh, 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!

Hello there, my name is Richard McMunn from the interview training company PassMyInterview.com.

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