17 Service Desk Lead Interview Questions and Answers

Learn what skills and qualities interviewers are looking for from a service desk lead, what questions you can expect, and how you should go about answering them.

A service desk lead is responsible for the smooth operation of the service desk and ensuring that all customer requests are handled in a timely and satisfactory manner. They also work to improve service desk procedures and practices.

If you’re looking for a job as a service desk lead, you’ll likely need to go through a job interview. In order to prepare for this important meeting, you should learn how to answer service desk interview questions.

Employers look for candidates who are reliable, have excellent customer service skills, and are able to work under pressure. In your interview, you’ll need to demonstrate that you have the skills and qualities that the employer is looking for.

To help you get ready, we’ve listed some common service desk interview questions and answers.

Common Service Desk Lead Interview Questions

Are you comfortable working in a fast-paced environment where you may need to manage multiple customer issues at once?

The interviewer may ask this question to gauge your ability to multitask and prioritize tasks. Your answer should show that you can work in a fast-paced environment while still maintaining high customer service standards.

Example: “I am comfortable working in a fast-paced environment, as I have done so for the past five years at my current position. In fact, I enjoy it because it allows me to stay on top of multiple issues at once and ensure customers receive quality service. However, I always make sure to focus on one issue at a time to provide the best possible solution.”

What are some of the leadership styles you have experience using in a work setting?

The interviewer may ask this question to learn more about your leadership style and how you apply it in a work setting. Your answer can help the interviewer understand whether or not your management style aligns with their expectations for the role.

Example: “I have experience using several different styles of leadership, including delegating tasks, motivating my team members and providing feedback on performance. I find that these methods are most effective when used together. For example, I delegate tasks to my team members based on their strengths and weaknesses. Then, I provide positive feedback to reinforce good performance and constructive feedback to address areas where employees can improve.”

How would you handle a situation where one of your team members was not meeting expected standards?

Interviewers may ask this question to assess your leadership skills and how you would handle a situation where one of your team members was not meeting standards. In your answer, try to show that you are willing to hold your team accountable for their work and provide constructive feedback when needed.

Example: “If I noticed one of my team members wasn’t meeting expected standards, I would first meet with them privately to discuss the issue. If it was something they could improve on, I would give them specific instructions on what they need to do differently or better. If it was something more serious, such as consistently showing up late to work, I would let them know that if they didn’t change their behavior, we would have to take further action.”

What is your process for prioritizing customer issues and complaints?

The interviewer may ask you this question to understand how you prioritize your work and ensure that customers receive the best service possible. Use examples from previous experience in which you organized tasks by importance, urgency or other factors to show the interviewer that you can effectively manage multiple projects at once.

Example: “In my last role as a service desk lead, I used several methods for prioritizing customer issues and complaints. First, I listened carefully to each customer’s issue so I could fully understand their concerns. Then, I assessed the severity of each complaint based on its impact on the customer and the company. Finally, I assigned each task to one of my team members based on their skill set and availability.”

Provide an example of a time when you successfully resolved a complex technical issue for a customer.

The interviewer may ask this question to learn more about your problem-solving skills and ability to handle challenging situations. When answering, it can be helpful to describe the steps you took to resolve the issue and highlight any specific technical knowledge or experience that helped you solve the problem.

Example: “In my previous role as a service desk technician, I had a customer who was having trouble with their computer’s operating system. The customer called in because they were unable to access certain programs on their desktop. After listening to the customer explain the situation, I asked them to reboot their computer and then try accessing the program again. This process didn’t work, so I suggested they restart the computer once more and check if the issue persisted. They did, but unfortunately, the issue still occurred.

I told the customer that I would need to troubleshoot further by running some diagnostic tests on their computer. We scheduled a time for me to call back later that day when the test results were ready. Once I received the test results, I learned that there was an issue with the computer’s RAM. I informed the customer of the issue and offered to replace the faulty part at no charge.”

If you had to choose one area of IT to focus on, what would it be and why?

This question is designed to assess your knowledge of the IT industry and how you would apply it in a leadership role. Your answer should show that you have an understanding of what each department does, but also highlight which one you feel most passionate about.

Example: “I think every department within IT is important because they all work together to create a seamless experience for customers. However, I would say my passion lies with customer service. I love helping people solve problems and find solutions, so I would focus on improving our customer service processes and making sure we’re always providing excellent support.”

What would you do if you were unable to find a solution to a customer’s problem?

The interviewer may ask you this question to assess your problem-solving skills and ability to think creatively. Your answer should demonstrate that you can use critical thinking skills to solve problems, even if the solution is not readily available.

Example: “If I was unable to find a solution to a customer’s problem, I would first try to understand why I could not find it. For example, if I searched for an answer online but did not find one, I would look at what search terms I used and then broaden my search using different keywords. If I still could not find the information, I would contact other departments or individuals who might be able to help me with the issue.”

How well do you perform under pressure?

When working in a service desk environment, you may encounter situations that require quick thinking and problem-solving skills. Employers ask this question to see if you can handle pressure well. In your answer, share an example of a time when you performed under pressure successfully. Explain what steps you took to complete the task.

Example: “In my previous role as a service desk lead, I had to troubleshoot a major issue with our company’s software system on a Friday afternoon. The issue was preventing employees from accessing their email accounts. As a result, many people were unable to finish their work for the day. I immediately gathered all of the information I could about the issue. Then, I worked with my team to find a solution. We managed to fix the issue by early evening.”

Do you have experience working with outside vendors to find solutions to complex technical issues?

The interviewer may ask this question to understand your experience working with vendors and how you collaborate with other departments. Use examples from previous work experiences to show the interviewer that you can communicate effectively with outside vendors and manage complex projects.

Example: “In my last role, I worked with an outside vendor to find a solution for a technical issue that was causing our software to crash. The vendor and I communicated regularly about the problem and its possible solutions. We eventually found a solution where we could update our software without having to replace it entirely. This saved us time and money because we didn’t have to purchase new software.”

When was the last time you updated your technical knowledge?

This question can help interviewers understand how you stay up to date with the latest technology. You may want to mention any certifications or training courses you’ve taken recently, and explain why they were important for your career development.

Example: “I have a few certifications in different areas of IT, but I’m always looking for ways to improve my skills. Last year, I took an online course on troubleshooting common issues that helped me learn more about customer service solutions. This knowledge has been helpful when working with other team members who are having trouble solving problems.”

We want our Service Desk team to be able to work together effectively. When would you use cross-training to improve collaboration?

The interviewer may ask you this question to see how you work with your team. Use examples from previous roles where cross-training helped improve collaboration and teamwork among the Service Desk staff.

Example: “In my last role, I noticed that our Service Desk technicians were having trouble collaborating effectively because they all had different areas of expertise. For example, one technician was great at solving issues related to software installation but wasn’t as skilled when it came to troubleshooting hardware problems. To help them collaborate more efficiently, I implemented a cross-training program so everyone could learn about each other’s strengths and weaknesses. This allowed us to better support customers who needed multiple solutions to their problem.”

Describe your experience with ticketing systems.

The interviewer may ask this question to learn more about your experience with a specific ticketing system. If you have worked with the same one in the past, describe how you used it and what kind of results you achieved. If you haven’t worked with a particular system before, consider describing your experience with other systems or explaining that you’re willing to learn new ones.

Example: “I’ve worked with several different ticketing systems throughout my career. I find them helpful for organizing tasks and keeping track of customer issues. In my last role, we used an internal ticketing system where I could assign tickets to team members based on their expertise. For example, if I received a ticket regarding a software issue, I would forward it to our IT specialist. This helped us resolve customer issues quickly.”

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

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 are relevant to the role.

Example: “I am passionate about customer service, which is why I chose to pursue a career in this field. Throughout my career, I’ve learned many valuable skills for working with customers, including active listening techniques and how to resolve issues quickly. These skills make me an excellent candidate for this position because they allow me to provide quality support to customers.”

Which computer systems have you used in the past and how comfortable are you with them?

The interviewer may ask this question to see if you have experience with the computer systems they use in their company. It’s important to be honest about your experience and how comfortable you are with different types of software, but it can also show that you’re willing to learn new things.

Example: “I’ve used both Windows and Mac operating systems for years now, so I’m very familiar with them. However, I haven’t had much experience with Linux or Unix, so I would need some training before using those systems regularly. I am eager to learn more about these systems, though.”

What do you think is the most important skill for a Service Desk Lead to have?

This question is your opportunity to show the interviewer that you have a strong understanding of what it takes to be successful in this role. You can answer this question by identifying one or two skills and explaining why they are important for Service Desk Leads.

Example: “I think the most important skill for a Service Desk Lead is communication. This person needs to be able to clearly explain technical issues to non-technical users, as well as relay information to other IT staff members. I also believe problem-solving skills are essential because Service Desk Leads need to be able to solve problems quickly so they don’t disrupt the workflow of their team.”

How often do you think a Service Desk Lead should update their technical knowledge?

The interviewer may ask you this question to understand how often you think it’s important to stay up-to-date on the latest technology. Your answer should show that you are committed to learning new things and keeping your skills current.

Example: “I believe a Service Desk Lead should update their technical knowledge at least once per year, but I personally try to do so every six months. This is because I find that by doing so, I can learn about new tools or processes that my team members might not know about yet. It also helps me keep track of any changes in company policy or updates to software.”

There is a lot of competition for talented Service Desk Leads in this industry. How would you set yourself apart from other candidates?

This question is an opportunity to show the interviewer that you have a unique skill set or background that makes you qualified for this role. Think about your previous experience and what skills you developed from it that would be useful in this position.

Example: “I believe my ability to communicate effectively with others is one of my greatest strengths as a Service Desk Lead candidate. In my last position, I was responsible for training new employees on our company’s IT systems. During these trainings, I noticed that some employees had trouble understanding certain concepts. So, I started holding weekly office hours where anyone could come ask me questions about their work. This helped me build relationships with my coworkers and gave them confidence in my abilities.”


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