17 Help Desk Coordinator Interview Questions and Answers

The help desk coordinator is the first point of contact for employees who need technical assistance with their work-related devices or software. They may also be responsible for managing the help desk team and providing support for end users.

If you’re looking for a help desk coordinator job, you’ll likely need to go through a job interview. In order to ace the interview, you’ll need to be prepared to answer questions about your experience, your knowledge of help desk procedures, and your customer service skills.

To help you get ready for your interview, we’ve put together a list of common help desk coordinator interview questions and answers.

Are you comfortable working with a high volume of calls and customers at once?

Help desk coordinators often have to work with a high volume of customers at once. Employers ask this question to make sure you’re comfortable working in such an environment and that you can handle the stress of it. In your answer, explain how you plan to manage the stress of working with so many people at once. Show them that you are confident in your ability to multitask and prioritize tasks effectively.

Example: “I am definitely comfortable working with a high volume of calls and customers at once. I’ve worked as a help desk technician for three years now, and during that time I’ve gotten used to handling multiple calls at once. I find that if I stay calm and focused on each call one at a time, I can provide excellent customer service while also managing all of my other responsibilities.”

What are some of the most important qualities for a help desk coordinator?

Help desk coordinators need to be organized, detail-oriented and able to multitask. These are all qualities that employers look for in a help desk coordinator. When you answer this question, make sure you highlight your organizational skills, attention to detail and ability to multitask.

Example: “I think the most important quality for a help desk coordinator is organization. Help desk coordinators have to manage many different tasks at once, so it’s essential that they can stay organized. I also think it’s important to have good communication skills because I will be working with other employees on the team. Finally, I believe it’s important to have strong problem-solving skills as well.”

How would you handle a situation where a customer is frustrated and angry about the status of their issue?

Help desk coordinators often have to deal with upset customers. Employers ask this question to make sure you can handle these situations effectively and professionally. In your answer, explain how you would use your communication skills to calm the customer down and help them feel more comfortable.

Example: “I’ve had to deal with angry customers before, but I always try my best to remain calm and professional. When a customer is upset, I first listen to what they are saying and acknowledge their concerns. Then, I calmly explain why there is a delay in resolving their issue. This usually helps the customer understand that there is nothing they can do about it and calms them down.”

What is your process for prioritizing customer issues and complaints?

Help desk coordinators often need to manage a large number of customer issues and complaints. Employers ask this question to learn about your process for prioritizing these tasks so you can ensure the help desk is addressing customers’ concerns in an efficient manner. In your answer, describe your method for determining which issues are most urgent and how you communicate that information to your team members.

Example: “I use several factors when deciding which issues to address first. First, I look at the urgency of each issue based on the time of day or night it was reported. For example, if someone calls us late at night with a billing issue, I will likely address their concern before other issues because we want to make sure they get immediate assistance. Next, I consider whether the issue has been open for a long period of time. If someone has been waiting a while for a resolution, I will prioritize their issue over others.”

Provide an example of a time when you provided excellent customer service.

Help desk coordinators are responsible for ensuring their team members provide excellent customer service. Employers ask this question to learn more about your customer service skills and how you’ve used them in the past. When preparing your answer, think of a time when you helped a customer solve a problem or provided exceptional support.

Example: “When I worked as a help desk technician, I had a client who was having trouble with his computer’s operating system. He called me several times throughout the day, and each time I patiently listened to him explain what he was experiencing. After troubleshooting the issue myself, I determined that it was a software issue rather than a hardware one. I researched the problem online and found a solution. The next morning, I called my client back and told him how to fix the issue.”

If a customer is having trouble using a product, what methods do you use to determine the cause of the issue?

The interviewer may ask you a question like this to evaluate your troubleshooting skills. Use examples from previous experience in which you used problem-solving techniques to identify the cause of an issue and solve it.

Example: “I first try to determine whether the customer is using the product correctly or if they are experiencing a software error. If I can’t find any issues with their use, then I look for problems with the hardware. For example, when I worked at Tech Support Solutions, a customer called in because he couldn’t access his account on our website. After asking him several questions about how he was trying to log into the site, I determined that there was no issue with his login information. Then, I asked him more questions about his computer’s hardware, including its operating system and browser. He told me that he had updated both recently, so I knew that wasn’t the issue either. We ended up finding out that the company had changed its domain name server, but the change hadn’t yet propagated through the internet.”

What would you do if you were unable to resolve a customer’s issue after multiple attempts?

Help desk coordinators are responsible for resolving customer issues, so employers ask this question to make sure you have a plan in place if you can’t resolve an issue. In your answer, explain what steps you would take to try and solve the problem before escalating it to someone else.

Example: “If I couldn’t resolve a customer’s issue after multiple attempts, I would first check with my team members to see if they could help me resolve the issue. If not, I would contact my manager or another senior member of the organization to discuss the issue and get advice on how to proceed. I would then follow their instructions and attempt to resolve the issue myself again. If I still wasn’t able to resolve the issue, I would escalate the issue to the next person in charge until I found someone who could help me resolve the issue.”

How well do you perform under pressure?

Help desk coordinators often have to work under pressure. They need to solve problems quickly and efficiently, which can be challenging when they’re under pressure. Employers ask this question to see if you are able to perform well in high-pressure situations. In your answer, explain that you thrive under pressure. Explain how you use your skills to complete tasks quickly and accurately.

Example: “I am a very organized person, so I find it easy to stay calm under pressure. When I’m working on solving a problem, I take deep breaths and focus on the task at hand. This helps me think clearly and logically about what steps I should take next. I also like to write down all of my thoughts as I go along. This way, I don’t forget any important details while I’m working.”

Do you have experience working with technical software and hardware?

The interviewer may ask this question to see if you have experience working with the company’s specific software and hardware. If they do, share your previous experience using it and how well you can use it. If you don’t have any experience with their software or hardware, explain what type of software and hardware you are familiar with and how quickly you could learn to use it.

Example: “I’ve worked in a help desk environment for five years now, so I am very comfortable working with all types of software and hardware. In my last position, we used Zendesk as our customer service platform, which is also one of your company’s products. I’m very familiar with its features and would be able to implement them into my workday right away.”

When was the last time you updated your knowledge on computer technology?

This question can help the interviewer determine how much you know about computers and technology in general. It can also show them whether you are willing to learn new things. When answering this question, it can be helpful to mention a specific course or training that you have taken recently.

Example: “I took an online course on computer security last year. I found it very interesting and learned quite a bit from it. The course helped me understand more about what threats exist for businesses and how we can protect ourselves against them. I think it’s important to stay up-to-date with current events in the industry.”

We want to improve our customer service. What ideas do you have to help us do this?

Help desk coordinators are responsible for improving customer service. They do this by training employees, creating new processes and implementing technology that makes it easier to help customers. When you answer this question, show the interviewer how you can improve their customer service.

Example: “I think one of the best ways we can improve our customer service is by using a chatbot. This would allow us to respond to common questions without having to train our staff on them. It also frees up our staff so they can focus on more complex issues. Another way we could improve our customer service is by automating some of our processes. For example, I noticed that many people call in with the same issue. We could create an FAQ page that answers these questions and then have our staff direct customers there instead of repeating themselves.”

Describe your experience working with customer support ticket systems.

Help desk coordinators need to be familiar with the tools they use. This question helps employers learn about your experience and whether you have any training or certification in using help desk software. If you don’t have experience, you can talk about how you would approach learning a new system.

Example: “I’ve worked as a customer service representative for five years now, and I’ve used several different help desk systems during that time. I’m comfortable working with most ticketing software, but I also enjoy learning new things. For example, when my previous employer switched from Zendesk to Freshdesk, I took the initiative to learn the new system so I could support our team members who needed assistance.”

What makes you stand out from other candidates for this position?

Employers ask this question to learn more about your qualifications and how you can contribute to their team. When answering this question, it can be helpful to highlight a skill or experience that makes you unique from other candidates. You may also want to mention any skills you have that will help you succeed in the role.

Example: “I am an excellent communicator, which is why I love working with customers on the phone. In my previous position, I was often complimented for my ability to explain technical issues clearly and calmly. This helped many of my callers understand what they needed to do to resolve their issue. I think these communication skills would make me a great help desk coordinator because I could provide clear instructions to employees and customers.”

Which customer service software programs are you most familiar with?

The interviewer may ask this question to see if you have experience using the software they use at their company. If you don’t have experience with the specific program, consider mentioning a similar program that you are familiar with and explain how it’s similar to the one used by the company.

Example: “I am most familiar with Zendesk because I’ve worked in customer service for five years now, and my previous employer used it as well. However, I also have some experience with Freshdesk, which is another popular customer service software program.”

What do you think is the most important aspect of customer service?

This question can help the interviewer determine how you prioritize your work and what skills you use to provide excellent customer service. Your answer should show that you understand the importance of providing quality customer service and have the skills necessary to do so.

Example: “I think the most important aspect of customer service is being able to empathize with customers. I try to remember that they are contacting us because they need our help, and it’s my job to make them feel as comfortable as possible while we solve their problem. I also think it’s important to be friendly and helpful when speaking with customers. This helps put them at ease and makes them more likely to return in the future.”

How often do you think a help desk coordinator should update their knowledge on computer technology?

Help desk coordinators need to stay up-to-date on the latest technology trends and software updates. This is because they are responsible for training their team members, as well as troubleshooting issues with customers. Your answer should show that you have a passion for learning new things about computers and technology in general.

Example: “I think it’s important for help desk coordinators to keep themselves updated on the latest computer technologies. I try to read at least one article or blog post per week on the latest developments in the IT industry. I also subscribe to newsletters from major tech companies like Microsoft and Apple. I find this helps me understand what our customers might be experiencing when they call us.”

There is a lot of information to remember when helping customers. What is your strategy for remembering details?

Help desk coordinators often have to remember a lot of information about their company’s products and services, as well as the customers they are helping. Employers ask this question to make sure you have strategies for remembering details while working under pressure. In your answer, explain how you stay organized and prioritize tasks.

Example: “I find that using an organizational system is the best way to remember important details. I use my calendar to schedule regular meetings with my team members so we can discuss any changes or updates to our processes. This helps me remember what each member of my team does and when they do it. I also keep a list of frequently asked questions in a document on my computer so I can quickly reference them if needed.”